May 9 Posted 2 years ago
"Customer service is no longer about responding to complaints that you receive, it is about actively listening, monitoring, and engaged with brand mentions online."
While I do agree that how you handle complaints via social media is growing to be more and more vital, I still think the #1 key is to respond in a timely manner. We typically reply within 24 hrs to a customer's complaint, and then handle any issues offline. The customer is usually more concerned with whether or not their issue is being looked into, versus how it's being looked into.
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