IISerpent: Malware‑driven SEO fraud as a service
Posted inTop News

IISerpent: Malware‑driven SEO fraud as a service

The last in our series on IIS threats introduces a malicious IIS extension used to manipulate page rankings for third-party websites ESET researchers have discovered and analyzed a previously undocumented server-side trojan that manipulates search engine results by hijacking the reputation of the websites it compromises. We named the trojan IISerpent to highlight its two…
The Seven Deadly Sins of Customer Service
Posted inSmall Business Resources

The Seven Deadly Sins of Customer Service

There's an art and science to Customer Service and neutralizing customers who may leave negative reviews. Avoiding these seven deadly sins is a good place to start! Detachment Everyone likes a little bit of concern and a show of interest, and this is why customer service should never appear to be disinterested in a client's…
Handling Customer Complaints
Posted inSmall Business Resources

Handling Customer Complaints

Customer complaints are generally difficult for small businesses to handle. Where the staff is small and there is a lot of direct personal contact with the customer, any customer complaint tends to be taken personally and causes frustration and disappointment for the staff. So what is the way out? The crucial first step to handling…