A Free Form Friday Episode. On Friday we go free style and talk about whatever we want!
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“Any of these conversations could go negative. Are we prepared in case they do?” – Emerson Cunningham
Book of the Day: Hug Your Haters: How to Embrace Complaints and Keep Your Customers – Jay Baer or get it free with a one-month free trial to Audible.
Emerson Cunningham has worked in multiple organizations within Georgia Power Company since 1987. His passion for Customer Engagement began in 1990 as a Customer Service Representative in a payment office. He then took on roles of increasing responsibility including Critical Customer Care, Business Development and Corporate Training Instructor. Since January 2015 he’s been involved in the construction of and strategic direction of one of the most advanced social Media Centers in existence today. This includes managing a team of social customer engagement specialists who support all company departments for customer communications, advertising campaigns and crisis communications.
Top 3 Questions to Ask When Responding
- Will Responding be Beneficial to:
- The customer
- Those that are watching
- The company
- Will the Response Add Value to the Conversation?
- Could Responding Cause More Harm?
On Episode 6 I said we should answer everything, and then listed what I meant by “everything.” Today, we’re talking about the posts outside of the normal everyday “everything.” Today we’re talking about posts that could be sensitive. Asking yourself Emerson’s 3 questions prior to responding will help you decide whether to respond and if so, how to respond. Thanks Emerson!