You Should @ Them: Navigating Customer Service in the Current Social Media and Generational Climate

Platforms like Twitter and Facebook altered the landscape of customer service forever. With TikTok hundreds of stories go viral each day regarding poor customer service interactions, including screenshots of negative customer service language. Some could even result in business retaliation if a customer's video or post goes viral. In this session the speaker discusses best practices for your customer service teams to work ahead of these trends, instead of against. Inflexibility has cost companies everything from their customers to their business with services like Google reviews, Facebook, and Twitter becoming battlegrounds between customer service and customers. Attendees come away from the session with strategies for staying ahead of the customer experience and working alongside current social media and generational trends to get ahead of customer service initiatives in the payments space.