One of the very first things that customer service representatives are taught is to listen. However, the majority of today’s “speaking” is no longer occurring vocally. Instead, compliments and criticisms alike are found with much greater frequency through social media.
Trish Forant posted on Radian6’s blog on January 12th giving a short list of some of the best ways to harness social listening for purely customer service purposes. As Forant writes, “Treat each piece of information as a gift, because that’s exactly what it is. You’re getting valuable insight straight from the people who matter most – your customers.” In the same way that every customer phone call is a chance to learn more about and better serve the customer, every social interaction provides the same opportunity.Tweet