From the course: Social Media Monitoring: Strategies and Skills
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Social media monitoring for customer service - HootSuite Tutorial
From the course: Social Media Monitoring: Strategies and Skills
Social media monitoring for customer service
- [Instructor] When I was in high school, I worked for my dad's fabric and drapery store and sometimes, customers would come in upset and angry over one thing or another. More often than not, it wasn't my dad's fault. My dad felt it was his job to fix the situation because in his mind, the customer was always right. He'd start this process with a friendly smile and then he'd listen. Of course, it's not possible for big or even small brands to do that for everyone but thanks to social media, you can set up channels to listen that let you resolve customers' problems in a quick and effective way. And by helping one customer publicly, there's a good chance you're helping other people with similar issues and that's a win all around. Some organizations do a great job of social media monitoring and others, well, let's just say we've all been on digital hold way too long with a telco or insurance company who seems to make…
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