Your Social Media Customer Service Power
If you want your business event to run smoothly there are a few essentials you need to pick up and details you need to ensure are in order.
Have you ever tweeted or posted a status on Facebook, about a particularly poor experience while in a store or at a restaurant? Did people agree with your point, and more importantly did the company respond to your complaint?
Social media is causing an issue for brands whose reputation for customer service is not a sterling one and these days you should really be using your fantastic service as a marketing tool.
Take a look online to see what people are saying about your brand, and if things are positive keep going. Customers are quick to let everyone know what they think of a company or product, so by ensuring you keep them happy when making a purchase you can keep the web and your Twitter feed clear of complaints.
Xbox was actually awarded a Guinness World Record for ‘The most responsive corporate account on Twitter’ and this is because the company is super fast when responding to queries and are human when they interact with people online (instead of automatic respond bots, which are pretty cringeworthy).
Those brands responding online must ensure they use a delicate mix of friendliness, professionalism and attentiveness, unlike the restaurant who decided to top their poor cooking with this shocking response to a poor review (be warned, there’s lots of cursing involved!)
Back before Facebook, Twitter and Instagram ruled our every day lives we would still let others know if we had received particularly poor service at a particular store or restaurant. While this did not have quite the same reach, the word could spread around a local area between friends, and harm the reputation of a certain place.
Your customer service reputation is important, it’s one of the easiest ways to market yourself so it’s best to ensure you and your staff are meeting people’s needs and following up on issues immediately. Here’s what you can do to help ensure no bad reviews crop up online or are spread by word of mouth:
Monitor your social media and react quickly if someone has a query or complaint. Be polite and courteous in all exchanges, no matter how negative the customer is being, and listen to what they want from you.
Go the extra mile. If you’ve fixed a problem via Twitter offer to send the customer something or offer them a discount code sent via direct message.
Be reliable. Responding immediately to complaints is great but if you take forever to action anything the customer will go elsewhere and tell everyone how unreliable you are.