Customer Service Fundamentals in the Social Media Age

Recent stories of customer complaints going “viral” show a multiplier effect to the old paradigm, an unhappy customer tells 8-10 people and a happy one tells 2-3 people. The popularity of online reviews calls for increased focus on the fundamentals of good customer service. The age of social media brings transparency to many business functions and customer service often gets the most attention. By considering customer service fundamentals and how to integrate them with social media, we can work toward an excellent online reputation.

Learn how to use social media to provide the best possible customer experience. Click here to download the full article.

Michelle Wohl is the VP of Marketing at Revinate. Based in San Francisco, Michelle has worked in technology marketing since graduating from Cornell University.

One Response to “Customer Service Fundamentals in the Social Media Age”

  1. EARD

    Hi, Thanks for that. We recently were sucbjet to such an attack on our jet boat trip, it was a first for us (17 years opperating) It took us back a bit and we tried hard to sort it out. The guy was awkward to deal with but we thought he was happy with his trip. But a few day later he e-mailed demanding a full refund or he would bad blog us on Trip Advisor, which he did. His comments were unfounded and we were not able to defend ourselves. So we simply gave it up as a bad job and carried on making the other 99.9% happy.Cheers, Johan

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