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Libel: Libel refers to a false written and seen communication made about a person with the intention to defame that person. It is a written representation conveying an unjust and unfavorable impression prepared with the intention to damage a person’s reputation.
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I work in customer service and one of our customers recently tried to blackmail us by posting about his experience online on a popular industry forum. He had threatened to cause us a lot of bad press on multiple blogs and forum, vowing to "take us down". Yeah tough guy huh? The problem is he made several misleading statements about our security policies and procedures, getting other forum members riled up. He lied, making our company look bad.
Our senior management is now involved but they have a concern that they want to keep some of our security policies confidential and not post a message on the forum. However I provided a summary of the case for the senior manager to use in case the customer escalated this to the forum moderators in as an official complaint. The mods there have this process to act as an arbitrator.
Now the thing is, I'm having a hard time watching the thread and seeing the lies. I am so tempted to post something myself, but am not allowed. I wish my manager would ask the moderator to post something and expose the customer for his lies. The customer is trying to pressure us into paying him for money he lost for his own mistakes and is giving us bad press we don't deserve.
Stay out of it. It is NOT your place to get involved, and if you AT ALL value your job, you will not even visit that board.
Umm, I'm already involved. I was the CSR who dealt with the customer and the senior manager asked me to keep his team updated, plus compose a possible reaction. I did, it just hasn't been posted yet.
Plus I don't see why you would even advise me not to visit that board. It's my job to keep management updated on public issues like this.
You always seem to be having drama with your corporation!! If that was the customer's experience. Then maybe your company made a crap mistake? It's only libel if it is mostly not true. If the complaining customer had a different (bad) experience than all the other customers. That doesn't look good either. Nothing looks good when somebody makes a public complaint. Are you in a public corporation? If so then live and learn.
If that was the customer's experience. It's only libel if it is not true.
That's right. His claims are untrue, hence the libel. I handled the case, all standard procedures were followed by us and now he's trying to bully his way into a settlement, with false information about what happened.
It doesn't matter if you followed so-called standard procedures. The customer was somehow harmed in the process. If he has proof or a belief that he was somehow mislead, treated unfairly, purchased defective services, etc. then there isn't anything you can do.
That's right. His claims are untrue, hence the libel. I handled the case, all standard procedures were followed by us and now he's trying to bully his way into a settlement, with false information about what happened.
Do not wait another second, get on the computer and put that person in their place. Call them out on their false statements. Expose them for being a hatefull twerp. Show some backbone if the company does not have the guts to do it. No matter what happens, your free speech rights are portected and nothing will happen to you. You will not get into any trouble and probably will end up being the hero of the company. You may even get a big bonus after the dust clear! Go For it, stand up and fight those negatove thread posters. They are blackmailing you and the company, are you going to be a man or a whimp?
VIVA' Value Added Worker !
(DISCLAIMER: I may or may not been compensated through a collection taken up by your fellow workers to say what I said in hopes you do a stupid thing like act on your own so you get fired and they are free from your complianing and whining. They are so frustrated with you they are trying this method as a last resort, since you have not taken any of the other hints, instead of them cutting your brake lines.)
libel, a very weak law suit. greatly inferior to personal injury.
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