You need to accept that you should only use direct or private messaging for private information. When you want to make better use of social media you need to bring your conversation back to what has been spotlighted. Don’t allow things to remain private because social media is about being open. Sure you can impress one or two customers but that isn’t going to help you out in the way that you want. It’s important to help it get past that. You have to take the customer’s information seriously and actually dig into the issue.

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