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Listening also helps with fielding customer service complaints. Thanks to social media a lot of customer service has shifted away from traditional call centers, and the public is watching every interaction. Always be proactive.
"When there are complaints, we suggest as soon as possible you acknowledge the person and see what you can do to rectify the situation. Don't shove them off to an email address, but you can try to resolve it through messages or direct messages," Foley suggested. "You want to communicate with people the way they asked to communicate with you, not your preferred method. Same thing we would do if the channel was the telephone and they left us a message—we reach out and try to solve the problem.
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Elise Hacking Carr
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Elise Hacking Carr is senior production editor for Print & Promo Marketing magazine, and managing editor for PRINTING United Journal.
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