Throughout the year we will highlight the many uses of social media. Here's an example of social media usage for customer service.
The story begins with an unfortunate FedEx delivery caught on video. In 21 seconds we witness a FedEx delivery carried out in un-FedEx like fashion when the driver heaves a computer monitor over the gate of a private home. There are few places left to hide in our well monitored society. For that reason businesses have to be vigilant when it comes to protecting their brand. FedEx's image was tarnished because of an unthinking, irresponsible employee.
FedEx's response is an example of the versatility of social media. Instead of letting one bad apple out of 290,000 employees change the perception of the company FedEx used social media to ask for forgiveness from this customer and the thousands who had seen the video. Take a moment to watch the heartfelt apology offered by FedEx.
If a tree falls in the woods, does anyone hear it? That philosophy is used by businesses who don't monitor how they are being talked about on social media. FedEx did not offer the "we are sorry but" excuse. They chose to offer a sincere apology and make amends with the customer.
How is your business set up to respond to a negative situation?
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