West End Mazda incident management

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West End Mazda incident management

  1. 1. What happens whensomebody is unhappywith your service? Would you be listening?In today’s world of real-time web, things which used to take days can happen in aninstant.Sometimes, with the best of intentions, we can upset our customers, and when theyare upset they will tell someone.With Twitter, we can tell EVERYONE.Incident ManagementThe importance of monitoring social mediaTake West End Mazda. We manage their presence in social media (not only Twitter) but this is anexample from Twitter in March 2012.Andrew (whose name has been edited from the tweets to protect his privacy) was browing theshowroom one weekend when he experienced some poor customer service.So he tweeted about it.The good news is that West End Mazda were able to respond rapidly and effectively. And sold Andrewa car.

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