Getting Customer Service Beyond 140 Characters
With Twitter increasingly used by consumers to ask questions and register complaints, many brands are increasingly prepared to provide customer service on that channel. There are circumstances when the issue is more efficiently and effectively resolved offline. Under what circumstances should customer service reps take the conversation private, how can customer resistance to moving the issue be addressed and what are the best practices for making this technique work? Answers to these important questions after the jump.
With Twitter increasingly used by consumers to ask questions and register complaints, many brands are increasingly prepared to provide customer service on that channel. There are circumstances when the issue is more efficiently and effectively resolved offline.
Under what circumstances should customer service reps take the conversation private, how can customer resistance to moving the discussion be addressed and what are the best practices for making this technique work?
At the recent Social Media Customer Service Summit organized by Useful Social Media, Claire Spinti, who heads Global Social Media Engagement Strategy for 3M, responded to these questions.
Spinti offered practical, actionable advice that can be applied to most social media platforms.
When
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