A colleague recently raised the issue of how we handle complaints that come in via social media, and this got me thinking about the impact of these channels on how we deliver customer service in general. It’s a massive topic, with an awful lot of angles to consider, so here are just a few thoughts.
To start, though, I thought I’d have a quick look at what people were tweeting about in relation to my organisation (LinkedIn has a handy feature called Company Buzz which makes this easier). As expected, the results were not great.
Some recent feedback on Twitter
You can immediately see why this subject is an important one, especially if the individuals posting such comments have a lot of followers (as the recent Dooce vs Maytag story proved). But do these individuals expect the Council to respond? And if so, what should we be doing?