Turning complaints into compliments in a city library service
Jinfo Article
31st August 2010
Abstract
'Putting customers first' is a core value for service organisations and what better way to do this than by addressing their issues before they have raised them formally? Twitter is awash with enquiries and complaints and, if these can be tracked down and addressed in a proactive way, it will leave the customers with a very positive feeling about that organisation. Graham Mainds describes how Edinburgh City Libraries turned complaints into compliments by setting up Twitter alerts.
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- Article title: Turning complaints into compliments in a city library service
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Related Blog items:
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Monday, 31st August 2009