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Social Media and Customer Service

I’ve read dozens and dozens of articles about how important social media is to customer service. It seems the main places people will sing your praises or condemn you for bad service are on Twitter and personal blogs. Set up alerts. This is especially easy to do on Google. Any news story or blog that […]

I’ve read dozens and dozens of articles about how important social media is to customer service. It seems the main places people will sing your praises or condemn you for bad service are on Twitter and personal blogs. Set up alerts. This is especially easy to do on Google. Any news story or blog that mentions your name will be emailed to you on a daily basis. Comcast, who was being criticized for their customer service, was one of the first to start calling customers who complained about them via Twitter.

Lesson: Watch the Internet for your name to pop up on Twitter, blogs, news stories, etc. If a customer writes about you, respond quickly. Thank the person for praise. Resolve the problem if it is a complaint. Social media has given us another way to find out what others are saying about us – so embrace it!

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

(Copyright ©MMXII, Shep Hyken)

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