Social Media has changed how companies and consumers view customer service. As consumers we have at some stage complained about poor service we received from a business. Consumers are using websites like hellopeter.com to share their good and bad experience they received from companies.
As business owners we can use social media to assist us with customer service. There are a number of ways that social media can enhance customer service:
Social Media…
• Shares customer feedback.
• Listens to what customers are saying.
• Helps you engage with both potential and existing customers
• Tells you what is happening behind the scenes.
• Provides additional product / service information.
• Gives business a human face
5 Simple ways to use social media for customer service:
1. Identify a reaction team
Assign identified employees with the responsibility to monitor the various channels throughout the day. If they do respond to a comment/post they should do it in the business’ capacity and not as an individual.
Respond quickly
This will show the customer that you are alert and that you are ready to act. So keep a close eye on your social media channels. Additionally, understand how each platform works and how to be part of the community. Be human.
2. React publicly first then privately, thanking them for their feedback
Whether you are dealing with a happy or unhappy client, first thank them for their feedback. People want to be heard and they want to know that they have been heard. If it is a compliment say you are dedicated to continue only giving the highest quality service. If it is a complaint, reassure them in the public eye that you care and will look into it and respond as soon as possible. Keep that promise.
When you are dealing with a difficult client / customer take the conversation to a private channel but only after you replied publicly. Again others will see that you did respond. Comments on media such as Facebook could result in conversations which may help or hinder you. Monitor these and take advantage of public support when received.
Send the customer a private message or call and explain that you would like to settle the matter in a more personal way. Follow this through genuinely. Build your credibility.
3. Acknowledge that you accept criticism as constructive
When receiving complaints internalise that this is an indication of where growth is possible and treat it as constructive criticism. Engage with the customer to ensure you both understand the customer’s point of view. Assure them that you will recognise their opinion and you will put steps in place to improve on service, or correct perceived poor delivery.
4. Deliver
Once you have engaged with a customer make sure that you deliver on you promises.
5. Answer questions
A timely response will make the client feel that they have been heard. Reassure them that you are not avoiding the problem. Revert when your mind is free, and ensure that you fully understand where things went wrong; to help you both come to an understanding. Give progress reports. Nothing impresses a client more than knowing you are giving their job your full attention.
Conclusion
Customer relationship management (CRM) is not rocket science; it is about moving fans, potential clients and followers to customers and brand advocates.
It is important that business monitor their different social media channels and respond in a timely manner.
Credits:
Image Credit: Ted Goff
Author, Fritz Els