Social Media May Reduce the Impact of Customer Complaints

A study released Tuesday by research firm CFI Group found that social media may ease the impact of negative word-of-mouth. According to its annual Call Center Satisfaction Index, social media commentary after a customer service rep experience can have a counterintuitive impact. “What we are seeing is that if you have a bad experience, you post it once on Facebook for all to see and then you’re done with it,” said Terry Redding, director of development and delivery for CFI Group. “By the same token, we are seeing good experiences posted in the same way. In fact, we’ve observed that positive comments generally outweigh negative ones almost as a rule.”