Triage complaints coming in on social media


A hospital casualty unit triages people as they walk through the door.  This sorts the immediate critical problems from the less urgent.

You can use the same technique for customer service complaints.

Triage customers according to:

  • Potential damage to your company (number of followers/friends, Klout score, Peer index, etc.)
  • How critical the situation is (service affecting, minor irritation)
  • How easy it is to fix

Published On: 29th Oct 2012 - Last modified: 14th Jul 2017
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