Virgin Media Inc., a communications company with offerings in Broadband, TV,  Phone and Mobile  services for business and consumers in the UK,  has an interesting Slideshare presentation on how they do Customer Service with Social Media.

The presentation includes information about Virgin Media’s efforts to engage with consumers using Forums, Net Promotor, Twitter and Facebook.

Most of the presentation is related to Twitter but they also show an interesting Facebook Group for a like minded group. The group had formed a Facebook group page and were talking about Virgin Mobile’s offerings and improvements needed.

Facebook groups are another vehicle for companies to engage with consumers. It is interesting to see that Virgin Mobile has picked up on this new technology and embraced it.

The lessons learned from this presentation that resonated the most with me were:

1. The conversations are taking place on social media, whether or not you are a part of it.

2. If your products don’t work,  providing customer service using social media cannot fix that.

3. Trust your staff to do the right thing for customers

Did you learn anything new from the slide deck? If so, leave your comments below.


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Adele Berenstein

Adele Berenstein is an Experienced Customer Satisfaction Executive, recently retired from a Large Global IT Organization after a long productive management career including Sales, Marketing, Services, teaching and education center management and most recently, 19 years in customer satisfaction management. She turned around divisions with customer satisfaction problems, implemented measurable improvements and management systems, and implemented programs to prevent problems from ever affecting customers.

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