Social media is a great customer service tool. While most companies view Twitter and Facebook as a great tool to monitor what customers are saying about them, I’ve written that they are missing opportunities to enhance the customer service and experience by posting value added content. That said this short article is about how to […]
Social media is a great customer service tool. While most companies view Twitter and Facebook as a great tool to monitor what customers are saying about them, I’ve written that they are missing opportunities to enhance the customer service and experience by posting value added content.
That said this short article is about how to respond to the irate customer who decides to air his or her grievance using social media channels instead of reaching out to the company directly. Or worse, maybe they tried to reach the company via traditional channels (phone, email, etc.) and didn’t get the response they were looking for.
When a customer complains on social media channels like Twitter or Facebook, the customer’s usual goal is to get the company to respond. The company’s goal is to mitigate or eliminate any negative impressions, and show the customer, and the rest of the world, that they are there to support and help the customer through the problem. The company is trying to avoid a PR nightmare. Managed properly, the result will be the opposite of the nightmare, showing the customer, their friends and potentially the rest of the world that the company stands behind their products and offers amazing customer service.
Here are five simple steps to managing a customer complaint on Twitter, Facebook and other similar social media channels:
The bottom line is this: If you don’t deliver, at a minimum, an acceptable level of service, the whole world can find out about it. Embrace social media. Your customers do, and that means you should, too.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314) 692-2200 or http://www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Follow on Twitter: @Hyken (Copyright ©MMXII, Shep Hyken)
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