How to handle a complaint on social media - One hour live Webinar
The way the public communicate is changing so fast it’s almost incredible. It also means that the way they air their grievances about you is changing
11am - 12pm - 15 August 2013
When people complain now, where do they go?
Increasingly it's towards social media platforms like Facebook, Twitter and forums.
Why? Because it’s a quick fix. It’s 24/7, fast, cheap and much easier than making a phone call or writing a letter. It’s also highly visible to the wider public.
Above all people are using social media because they are much more likely to get their voice heard.
Most organisations are learning to adapt to this new consumer trend and often have to learn quickly when a situation becomes critical. Inevitably some are unprepared and left with no choice but to create and implement a reactive social media strategy.
While organisations are unable to control what is said about them in public, staying ahead means learning how to monitor what's being said about your organisations on social media, and then learning how best to deal with it.
In fact the latest research shows that 65% of UK consumers believe social media is a better way to communicate with organisations than call centres. Conversely, over 50% of complaints using social media are being ignored.
That’s why we have asked Chris Reed of Fishburn Hedges, the UK's leading social media and public relations agency, to share his insights in a one hour live webinar.
Chris will cover these topics in one intensive hour.
- What the latest research shows about how people are using social media to air their grievances and what the implications are for organisations
- How are leading companies handling or mishandling complaints on social media
- Who the leading lights in the public sector are and what you can learn from them
- How to create an infrastructure to deal successfully with complaints made using social media
- How to build an internal framework to protect your online reputation and support your employees
- How do you set the pace for social media customer service? Do you need to answer every question? Does is have to be 24/7 cover or is it possible keep to office hours?