Are you connected to social media?

11/04/18

Many businesses tell me that they don’t want to be involved in social media because they are afraid of negative online comments. But engaging with your customers online can be a really powerful way to deliver excellent customer service.

If an issue pops up in a social media forum, such as Facebook, it’s important to acknowledge the issue straight away, deal with the issue quickly and communicate the resolution of the complaint – all in the same forum where the initial complaint was made. This provides a lasting example of how you took the issue seriously and dealt with it effectively. Here are five ways to use social media to deliver great customer service:

  • Respond and resolve issues transparently
  • Provide information
  • Offer customer rewards
  • Get constant customer feedback
  • Provide regular, timely updates

Top tip

Deal with an online customer complaint just as you would if the customer came into your business i.e. efficiently and in a friendly manner. Then close the loop by reporting back on what you’ve done to resolve the problem.
 
If you have a question about social media email Dave, at dave@tandemstudios.co.nz