In Customer Service-Oriented Organisations, Social Media

question 40

Multiple Choice

In customer service-oriented organisations, social media

• A) is a risk because dissatisfied customers can tell others about their negative experiences.
• B) is a benefit because satisfied customers can tell others about their positive experiences.
• C) can enable monitoring of customer experiences.
• D) All of the above

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Definitions:

Awareness

The state or condition of being conscious of something, including perceiving, understanding, and being informed.

Sender's Signature

The written or electronic endorsement by the sender on a document, indicating approval or authentication.

Business Letter

A formal document typically used for communication between companies or between a company and its clients, suppliers, or other external parties.

Signature

A person's name written in a distinctive way as a form of identification in authorizing documents.