This can be a hard task depending on the type of comments and takes skill to be able to work in this field (Fallon). In the past, "If a customer had a problem with a product or company, there wasn 't much they could do about it," said Robert Johnson, president and CEO of customer service software company TeamSupport. "Today, of course, social media and product review sites mean that a person can let the entire world know about a poor experience. We 've all seen Yelp reviews, YouTube videos and posts on social media lambasting brands. This type of consumer empowerment has only existed in the past few years.” Customers are becoming more powerful and the industry has to adapt to that. Customers now can complain via Twitter, Facebook, email, YouTube, online blogs, etc. Someone from the department has to be watching these social media mediums and be ready to comment and help the customer. “Just 23% of companies provide customer service on Facebook. Over one million people view tweets about customer service every
This can be a hard task depending on the type of comments and takes skill to be able to work in this field (Fallon). In the past, "If a customer had a problem with a product or company, there wasn 't much they could do about it," said Robert Johnson, president and CEO of customer service software company TeamSupport. "Today, of course, social media and product review sites mean that a person can let the entire world know about a poor experience. We 've all seen Yelp reviews, YouTube videos and posts on social media lambasting brands. This type of consumer empowerment has only existed in the past few years.” Customers are becoming more powerful and the industry has to adapt to that. Customers now can complain via Twitter, Facebook, email, YouTube, online blogs, etc. Someone from the department has to be watching these social media mediums and be ready to comment and help the customer. “Just 23% of companies provide customer service on Facebook. Over one million people view tweets about customer service every