Social media is easy when everyone is saying nice things about you, but how do you respond to someone calling your company a F$%KING SC%M on Twitter? See real world examples from companies like Hertz, Bose, and @OtherInbox and learn how to get your biggest complainers to apologize, thank you, and tell their friends how great you are. You can view a video of this presentation at http://www.youtube.com/watch?v=iclb18ohDeo