What potential impact does social media have on customer service?

The chosen answer highlights a critical aspect of modern customer service—how social media serves as a platform for real-time communication between businesses and customers. This immediacy allows companies to address concerns and inquiries swiftly, often in a public forum, which can enhance customer satisfaction and loyalty when handled effectively.

Furthermore, social media has the capability to amplify customer experiences, both positive and negative. When customers share their experiences online, their feedback can reach a wide audience, influencing public perception of a brand. Positive interactions can build a strong online reputation, while negative experiences, if not managed carefully, can lead to significant backlash and damage to the brand's image.

In contrast, the other options do not capture the multifaceted role social media plays in customer service. While it may reduce direct communication for some queries, it also fosters immediate interaction, which is vital for customer engagement in the digital age. Although marketing is a function of social media, it is not the primary role when it comes to customer service. Lastly, limiting customer feedback to anonymous surveys does not reflect the interactive and transparent nature of social media that encourages open dialogue and public feedback. Thus, option B encapsulates the comprehensive impact social media has on customer service, making it the most accurate choice.