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Relationship
Resuscitation
Using Social Media for Service Recovery
5/25/2015 1@AmandaChanguris
Most of the time, it’s good.
5/25/2015@AmandaChanguris 2
People Get Upset
When people get upset, they:
• Want a solution
• Want to vent
• Want to “make you pay” in the court of
pu...
Sentiment & Behavior Flow
Patients /
Customers
Happy /
Neutral
Upset
Let You
Know
Offline
Online
Seethe in
Silence
5/25/20...
5/25/2015@AmandaChanguris 5
Step One: Listen So You Can Hear
• Invest in a Paid Tool
o Argyle Social
o HootSuite Pro / Enterprise
o Spredfast, Falcon ...
Step Two: Respond. Fast.
• 39% expect a response within an hour
• Average response time: 3.99 hours
5/25/2015@AmandaChangu...
Step Two: Respond. Fast.
5/25/2015@AmandaChanguris 8
Step Three: Respond Well
• First Response Essentials:
o Empathy
o Blameless Apology
o Offer Assistance
• ACID Test
o Ackno...
Be Human
• Address the person by name
• Consider using “I” rather than “we”
• Have a personality (and use it wisely)
5/25/...
Be Human
5/25/2015@AmandaChanguris 11
Canned Responses
It’s tempting… but please just don’t.
5/25/2015@AmandaChanguris 12
Canned Responses
5/25/2015@AmandaChanguris 13
Challenge: Complaints After the Fact
5/25/2015@AmandaChanguris 14
Challenge: Coordinated Complaints
• #dontdenykevin
5/25/2015@AmandaChanguris 15
Challenge: Issues that Keep Coming Back
5/25/2015@AmandaChanguris 16
Challenge: Issues that Keep Coming Back
5/25/2015@AmandaChanguris 17
Beyond Recovery
• What Would Retail Do?
• The Plan:
o Identify the right candidates
o Make the gesture personal (if possib...
Put It to Work!
• Don’t expect it to be easy…
• But don’t take the negativity personally.
• Questions?
5/25/2015@AmandaCha...
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Using Social Media for Service Recovery

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Slides from my Mayo Clinic Social Media Health Network webinar delivered May 21, 2015. Covering:
• how to efficiently monitor social media for service recovery opportunities, whether you work on a team or are the only one handling social media for your organization.
• handling common service recovery situations.
• taking service recovery one step further to develop a social media-based recognition program designed to surprise and delight key members of your online community.

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Using Social Media for Service Recovery

  1. 1. Relationship Resuscitation Using Social Media for Service Recovery 5/25/2015 1@AmandaChanguris
  2. 2. Most of the time, it’s good. 5/25/2015@AmandaChanguris 2
  3. 3. People Get Upset When people get upset, they: • Want a solution • Want to vent • Want to “make you pay” in the court of public opinion 5/25/2015@AmandaChanguris 3
  4. 4. Sentiment & Behavior Flow Patients / Customers Happy / Neutral Upset Let You Know Offline Online Seethe in Silence 5/25/2015@AmandaChanguris 4
  5. 5. 5/25/2015@AmandaChanguris 5
  6. 6. Step One: Listen So You Can Hear • Invest in a Paid Tool o Argyle Social o HootSuite Pro / Enterprise o Spredfast, Falcon Social, Sprinklr , Shoutlet, Percolate o Radian6 • Use Free Tools for Redundancy o Platform Notifications o Google Alerts o Talkwalker o Hyper Alerts o Nutshell Mail 5/25/2015@AmandaChanguris 6
  7. 7. Step Two: Respond. Fast. • 39% expect a response within an hour • Average response time: 3.99 hours 5/25/2015@AmandaChanguris 7
  8. 8. Step Two: Respond. Fast. 5/25/2015@AmandaChanguris 8
  9. 9. Step Three: Respond Well • First Response Essentials: o Empathy o Blameless Apology o Offer Assistance • ACID Test o Acknowledge o Contain o Inform o Direct 5/25/2015@AmandaChanguris 9
  10. 10. Be Human • Address the person by name • Consider using “I” rather than “we” • Have a personality (and use it wisely) 5/25/2015@AmandaChanguris 10
  11. 11. Be Human 5/25/2015@AmandaChanguris 11
  12. 12. Canned Responses It’s tempting… but please just don’t. 5/25/2015@AmandaChanguris 12
  13. 13. Canned Responses 5/25/2015@AmandaChanguris 13
  14. 14. Challenge: Complaints After the Fact 5/25/2015@AmandaChanguris 14
  15. 15. Challenge: Coordinated Complaints • #dontdenykevin 5/25/2015@AmandaChanguris 15
  16. 16. Challenge: Issues that Keep Coming Back 5/25/2015@AmandaChanguris 16
  17. 17. Challenge: Issues that Keep Coming Back 5/25/2015@AmandaChanguris 17
  18. 18. Beyond Recovery • What Would Retail Do? • The Plan: o Identify the right candidates o Make the gesture personal (if possible) o No promotion o Avoid public posts (if possible) 5/25/2015@AmandaChanguris 18
  19. 19. Put It to Work! • Don’t expect it to be easy… • But don’t take the negativity personally. • Questions? 5/25/2015@AmandaChanguris 19

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