In customer service-oriented organisations, social media

Question

Quizplus · Accepted Answer

All of the above are true. Social media can be a risk because dissatisfied customers can publicly share their negative experiences, but it can also be a benefit because satisfied customers can share positive experiences, which can help promote the brand. Additionally, social media can enable organisations to monitor customer experiences and gather feedback, which can be valuable for improving customer service.

In Customer Service-Oriented Organisations, Social Media