said 1 year, 4 months ago:
To me, the beauty of Twitter is that it’s like following a live conversation. People don’t stop and think before they respond. They react. That’s what makes it ideal for listening to find out what people really think about you and/or your business.
That said, a customer service strategy has to understand that. It’s focus should be on listening and understanding root causes for the reactions “voiced”. Let customers know they’ve been heard. Thank them for alerting you to a potential problem. But don’t just appease them. Get down to root causes and fix them. Social media customer service representatives have to therefore have a mix of good listing and analysis skills. And, of course, they have to be articulate, polite and tactful.
Great discussion @lucasdarosa.