In customer service-oriented organisations,social media
A)is a risk because dissatisfied customers can tell others about their negative experiences
B)is a benefit because satisfied customers can tell others about their positive experiences
C)can enable monitoring of customer experiences
D)all of the above

Question

Quizplus · Accepted Answer

Social media can be both a risk and a benefit for customer service-oriented organisations. Dissatisfied customers can use social media to spread negative word-of-mouth, which can harm a company's reputation. However, satisfied customers can also share positive experiences, providing free advertising to the company. In addition, social media can enable organisations to monitor customer experiences and respond quickly to customer complaints or inquiries. Therefore, the best choice is D, all of the above.

In Customer Service-Oriented Organisations,social Media