Relationship Resuscitation: Using Social Media for Service Recovery

Thu, May 21, 2015
12:00pm to 1:00pm ET


Are you responsible for social media monitoring and service recovery? In this review of real case examples, Amanda Changuris, the Twitter lead and blog co-lead at Highmark, Inc. and member of our External Advisory Board demonstrates how to

  • efficiently monitor social media for service recovery opportunities, whether you work on a team or are the only one handling social media for your organization
  • be prepared to handle common service recovery situations
  • take service recovery one step further to develop a social media-based recognition program designed to surprise and delight key members of your online community

Resources mentioned



Did you run into legal concerns based on your service recovery methods…e.g. cupcakes???? That feels like Legal would jump all over that.

Now I can hear you, Lee.

The example with the patient who posted his daughter in law had been there a month…how was it OK to leave it up? Our legal team says anything mentioning another patient, if the patient could be ID’d by a family relationship, has to be hidden. We still reply, but we have to hide.

Be very aware that “hiding” comments in Facebook does not stop them from being visible in Mobile. Since 61% of social media users access social sites via mobile this is an issue.

Awesome job, Amanda! Loved the presentation!

Great presentation Megan! Good stuff! (Let’s connect!)

Sorry – Amanda!

Taking back a ton of wonderful tips to our team! Thanks, Amanda!!!

Thanks, Amanda!

Odd (about the non-hidden comments on mobile) since FB says they’ll only be visible to the patient’s family. Amanda’s response was very thorough and something I’ll probably use when re-evaluating our policy.

Thanks everyone for your great comments!

Thanks for all the great information!

Great information, thank you! I understand the idea of fast response, but what would you suggest for a smaller company with only one or two people watching the posts?

Thanks for the presentation, Amanda. One more question: Do you have the same process when dealing with the occasional wacky/random rants that sometimes materialize on our Facebook page or on twitter that have nothing to do with the actual services we provide? Do you respond, or ignore (don’t feed the trolls, essentially), or hide/block when they do not go away?

Janet, thanks so much for mentioning that Argyle Social is no longer with us. I had missed that development, and I’m sorry the product isn’t an option — I really liked it!

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