If a customer uses social media to make a complaint, what type of ...

[corkyiscool3328]

If a customer uses social media to make a complaint, what type of response from the organization will best promote goodwill?
 
  A) A personal response
  B) A corporate reply
  C) A reply with a link to the corporate policy page
  D) A humorous reply
  E) A private reply

Question 2

A single screen display that collects data from different social media sources is called a _____.
 
  A) TweetDeck
  B) HootSuite
  C) Dashboard
  D) RSS
  E) Feed43

[Fayaz00962]

Answer to Question 1

Answer: A
Explanation: A) Use a personal response, not a corporate reply. Let customers know there is a personal presence behind the computer screen. Rather than quote policy, speak like a human by using a friendly tone, showing empathy, and using your real name.

Answer to Question 2

Answer: C
Explanation: C) You can monitor social media mentions of your company and products through applications such as HootSuite and TweetDeck that collect data from different sources and present them on a single-screen display, called a dashboard.

[corkyiscool3328]

Thank you

[Fayaz00962]

No problemo