Remove Customer Service Remove Employee Remove Internal Remove Viral

Comcast triples social media customer service team

PR Daily

Comcast has become synonymous with terrible customer service, but now the cable and Internet giant is trying to change that—by throwing more people at the problem. These 40 “social care specialists” will solely handle customer complaints on social media, according to reports. This will triple the current size of its social media customer service team. RELATED: Audit your company''s internal communications with this free guide. ].

How to provide excellent customer service on social media

PR Daily

Of all the social media benefits and uses for organizations, none compares to customer service opportunities. RELATED: Want to get your employees involved and active online? Download our free guide: 6 steps to crafting an internal social media plan. ]. Customer service is a “feast or famine” function. If done well, the benefits can be enormous—even viral. Customer-service missteps can be avoided, and best practices boosted.

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How Southwest Airlines creates meaningful, memorable content

PR Daily

He also shared the airline’s viral Operation #RescuetheDress story, which tracked Southwest’s efforts to deliver a bridesmaid’s dress to Costa Rica. The delightful customer service caper trended on Twitter and earned widespread media coverage. He says the airline pours social media content into three buckets: Transactional content is used to provoke customer action, such as fare sales. Operational content communicates information or updates to customers.

Putting the public in public relations: PR is everyone’s job

Media Bullseye

Almost any consumer-facing company has had an unhappy customer or two (or more), but the difference between pre-social media and post-social media is the amount of attention any one interaction can have. Small issues—like a squashed burger or fast food that doesn’t quite look like the promotional pictures—might elicit a chuckle or two and receive some level of viral attention, but they are unlikely to rise to a level of even minor crisis. Internal comms.

5 lessons from America's most hated companies

PR Daily

The site reviewed customer service metrics along with employee satisfaction, company policies and price performance to determine who earned the dubious distinction of “most hated companies in America.”. The airline embraced this image, publishing a “ State of the Hate ” report in 2014, but reverse-psychology marketing campaigns won’t stop consumers complaining about a lack of service. Walmart: Employee relations affect public opinion.

What American Airlines’ crisis response can teach brand managers

PR Daily

An employee comes into the frame and the male passenger says, “You do that to me and I'll knock you flat.” The employee repeats, “Hit me,” and the passenger says, “I'll knock you out.” The captain pulls the employee away. What we see on this video does not reflect our values or how we care for our customers. We are deeply sorry for the pain we have caused this passenger and her family and to any other customers affected by the incident.

What’s the crisis response if you’re off the grid?

PR Daily

One of your organization’s employees did something disgraceful, and it was captured on video. In the past, you could have focused your internal crisis management and media training on having a small a window of time to prep, and a select group of managers to train. It is not far-fetched to assume that your first line of defense is a social media intern, an hourly worker, a receptionist or someone from accounting—anyone who just happened to be closest to the unexpected event.

United Airlines: When Common Practices Goes Bad

Return on Reputation

This situation seemed to flip the script, where the bad behavior came from the employee , not the passenger. Any airline faces this risk, and is only as good as the judgement of a single employee in a single moment. Companies must empower their employees to apply policies through the prism of good common sense – something that failed to come in to play in this situation, as well as the recent event related to “dress code violations.”.

The Top PR Threats To Your Company’s Reputation

ImPRessions - Crenshaw Communications

Or a crisis can strike closer to home; it can be a rogue employee action or supplier lapse in a single region that affects an entire brand, like the Chipotle E. In some cases it’s a creeping cultural problem that turns malignant over time, like the pressure that drove Wells Fargo employees to open a few million fake accounts to earn commissions without the knowledge of their customers. The Viral Customer Complaint.

Lake Forest Chamber of Commerce Livecast talking Crisis PR

The Stalwart Blog

It could be sailors and Marines, unfortunately, the few that behave badly in a port of call, or something you just get wrapped up in, an international event and you wind up being center stage for that. Maybe it’s an employee claim against the supervisor, or maybe it’s an errant rogue, a Yelp review. Maybe it’s a poor customer service call that somebody threatened to go on their blog or talk about them on Instagram.