Quality Service Management

Service Snapshot: Recovery via social media In today’s very fast evolving marketplace you can’t talk so much but you have to listen more’ • Organizations are increasingly using ‘social media listening’ to respond to consumer complaints (eg. Southwest, Marriott, G Adventures, Expedia). • Efficient means by which customers can be heard • Effective and timely problem solving • Enhancing transparency of service culture • Improves speed of resolution and recovery • Companies are ‘part of the conversation’