Institute of Service Excellence at SMU (ISES) Executive Director Neeta Lachmandas commented on the recent incident which involved seafood restaurant Crab In Da Bag's response to a customer's bad review on its Facebook page. The post by the restaurant has stirred up an online storm, sparking a debate on how food and beverage establishments should deal with negative feedback on social media. Ms Lachmandas said this incident went viral because of the way the restaurant responded.
Source
The Sunday Times
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