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  1. #1
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    9 Ways Brands Use Social Media for Better Customer Service

    Social media can be a make or break topic when it comes to customer service. It's all about how you deal with issues and negative feedback about your product.

    Here are 9 ways brands are using social media to better their customer service:
    1. Don’t allow any one team to own social media. (KLM)
    2. Go through the experience to really get it. (Telus)
    3. Help your customer service people feel like rock stars. (Zappos)
    4. Get top-level buy-in through stories and data. (Citi)
    5. Find your ROI formula to justify your own existence. (Xbox)
    6. Consider and leverage employees’ personal passions. (Best Buy)
    7. Don’t freak out. (Four Seasons)
    8. Respond with empathy, but defend your brand. (Comcast)
    9. Don’t feed the trolls. (Samsung)

  2. #2
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    Erika Barbosa is an Ambassador!
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    Thanks for this post Mikhaila! The Four Seasons' tip is classic, Don’t Freak Out!

    Which tip is your favorite?

  3. #3
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    I think "8. Respond with empathy, but defend you brand" is really important. If you understand where your customers are coming from with their complaints and then explain your business practices, I think you're going to have more satisfied customers.

  4. #4
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    Erika Barbosa is an Ambassador!
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    I agree. It is also important to be genuine and not just speak like a “corporation.” Customers appreciate the authenticity and showing some compassion – be human.

  5. #5
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    Very true!

  6. #6

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