June 04 2012

Just 25% Respondents Turn to Social Media First After Service Issue


Just 25% Respondents Turn to Social Media First After Service Issue
Melina Metzger, Public Relations Manager
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In the age of social media, it sometimes feels like customers who have experienced a service issue immediately turn to Twitter or Facebook and launch an attack without even attempting to contact the company directly to see if they can resolve the issue. Luckily, our poll shows otherwise.

Just 25% responded that social media is their first choice of contact for airing customer service complaints. Calling the local store or representative received the highest votes with 50% and contacting the corporate office rounded it off with another 25%.

The key is to make your customer service contacts easily visible so customers do not become more frustrated trying to contact you… and of course, you must have a process in place to respond and resolve the issue quickly.

Now, be sure to check out our June monthly poll: Do you consider the company you work for to be customer-centric?

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