Legal Research

"Customer Service Procedures and Social Media Preparation"

This post was written by Cheryl: "You wouldn't jump into a swimming pool if you didn't know how to swim. You would take lessons, learn the skill, and try your newly learned abilities while accompanied by your coach or mentor. Consider using social media the same way. You should not just create Twitter and Facebook accounts and not be prepared for the flood of people who will express their opinions both good and bad; you will need to have a plan. The plan includes teaching employees how to deal with customer support on a different and much larger scale, how to talk to people, create content and answer questions. Depending on the size of your business, opening the causeway to more traffic may also demand more employees. Remember train, train, train. Offer role-playing, mentoring and carefully select those employees who can resolve, address and deal with customers in a positive manner..."

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Source: Service Untitled, 30 June 2010. © 2006-2010 Service Untitled Group, reproduced with permission of Douglas Hanna.

Full post as published by Stark County Law Library Blawg on July 07, 2010 (boomark / email).