Joe manages a team of customer service representatives and has become “connected” with a number of his direct reports on various types of social media, such as: Facebook, Instagram and Twitter, although he rarely checks in on them. One evening he was scrolling through Instagram and was shocked to find several posts from employees on his team. My boss is just a jerk, he makes the team work overtime on short notice, isn’t considerate of personal commitments and is just a bad manager!I had the customer who called in today at work. She was rude, arrogant and not very smart. What I would like to have said to Mary T. From Hastings, NE was, “your tone and attitude aren’t very helpful either!"A link from an employee’s personal account was posted showing his review of the organization. The review was overwhelmingly negative, including comments on the culture, pay and benefits for the organization.How should Joe respond to these comments? Are there any legal considerations/issues that should be addressed?

Note: Answer is provided in a generalized way. People in today's social media world frequently…

Answered: Joe manages a team of customer service…

Understanding Business

12th Edition

ISBN:9781259929434

Author:William Nickels

Publisher:William Nickels

Chapter1: Taking Risks And Making Profits Within The Dynamic Business Environment

Section: Chapter Questions

Problem 1CE

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Joe manages a team of customer service representatives and has become “connected” with a number of his direct reports on various types of social media, such as: Facebook, Instagram and Twitter, although he rarely checks in on them. One evening he was scrolling through Instagram and was shocked to find several posts from employees on his team.

My boss is just a jerk, he makes the team work overtime on short notice, isn’t considerate of personal commitments and is just a bad manager!
I had the customer who called in today at work. She was rude, arrogant and not very smart. What I would like to have said to Mary T. From Hastings, NE was, “your tone and attitude aren’t very helpful either!"
A link from an employee’s personal account was posted showing his review of the organization. The review was overwhelmingly negative, including comments on the culture, pay and benefits for the organization.

How should Joe respond to these comments? Are there any legal considerations/issues that should be addressed?

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