BTEC Level 3 - IT Social Media Customer Service

What is customer service on social media?

• a) A process to help people share pictures on social media
• b) A process to help customers with their complaints and queries on social media platforms
• c) A process to increase the number of followers on social media

What are the advantages of providing customer service on social media?

• a) It helps businesses keep their costs low.
• b) It helps businesses to improve brand reputation and customer loyalty.
• c) It helps businesses to increase the number of staff required.

What is a social media crisis?

• a) A situation that arises due to a system failure on the social media platform.
• b) A situation where customers complain about the business in a negative manner
• c) A situation where the business is unable to respond to customer complaints

Which of the following is the most effective way to handle negative feedback on social media?

• a) Ignoring the feedback completely
• b) Responding to the feedback quickly and professionally
• c) Arguing with the customer

What is the main purpose of a social media policy?

• a) To prevent customers from leaving negative feedback
• b) To regulate the use of social media by businesses
• c) To market the business through social media

What are the key elements of an effective social media policy?

• a) A list of allowed social media platforms and their usage guidelines
• b) Detailed guidelines on how to handle customer complaints on social media
• c) Guidelines on the usage of appropriate language and behaviour on social media

What is the difference between social media monitoring and social media listening?

• a) They both mean the same thing.
• b) Social media monitoring involves responding to customers on social media, while social media listening involves tracking social media platforms for mentions of the business.
• c) Social media monitoring involves tracking social media platforms for mentions of the business, while social media listening involves responding to customers on social media.

What is the purpose of using automated responses on social media?

• a) To save time in responding to customer queries
• b) To avoid responding to negative feedback
• c) To increase the number of followers on social media

What is the importance of social media customer service in the current business scenario?

• a) It allows businesses to gain more employees
• b) It improves the credibility of the business
• c) It helps businesses to avoid negative feedback

How can businesses measure the effectiveness of their social media customer service?

• a) By counting the number of followers they have
• b) By measuring the number of interactions they have had with customers
• c) By monitoring the number of complaints they receive