For a while, it has been in vogue to say that customer service is the new public relations, especially when it comes to social media. Companies have increasingly focused on monitoring what people say about them online. And when customers start complaining online, companies have learned to reach out and solve the issue quickly. There is no shortage of companies patting themselves on the back for a job well done in these early efforts at social customer service. But we communicators are guilty of taking the easy way out.
Tip Sheet: Find the Root Causes of Customer Service Issues
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