How to talk to angry users on social media - mixing methods from linguistics and psychology

Tuesday, Nov 6

With a new set of methods, Katrine Thielke will take you through the practical aspects of de-escalating conflict with angry customers. Learn to understand why your users spend their time on negative comments and learn how different forms of fairness can inform you about tactics for answering them.

The workshop is centered around the theory and practice of push/pull-answers and you will leave with three new models for your customer care on social media.

The workshop is based on a new book (in Danish only), about conflict resolution on social media, by Nana Dall and Katrine Thielke. See more about the book here.