We will always argue that every business, no matter how small, should have an online presence.
But opening your business up on social media will welcome public interaction. This means that people will use it as a channel for customer service – whether you want it or not.
So it’s time to step your game up! At the very least, make sure you’re providing a quality customer service that will keep customers coming back and maybe even spreading the word.
Get started with these key recommendations.
Always respond to a customer
A business that responds to its customers looks attentive and caring, while a business that doesn’t respond at all can have the opposite image.
Plus, leaving a request or complaint left unanswered for long periods can have much larger repercussions, particularly if a customer is upset. By responding quickly, you may be able to extinguish a flame before it becomes a furnace.
Always stay calm
If a customer makes a public complaint – particularly if it’s misinformed – it’s easy to get riled up. However, a defensive or aggressive response will not help resolve the issue and may even damage your reputation by looking unprofessional. Leave emotions at the door and calmly seek an efficient solution to make your customer happy.
Figure out your game plan
Don’t worry – even the best company in the world gets complaints. Just make sure you’re not caught off guard and come up with a plan of action. Delegate responsibility to someone in your team to keep tabs on the social media and make a rough formula for responding. A good rule of thumb is to find out customer details and contact them personally and privately – leading onto the next tip…
Try to take the situation offline
If a customer needs personal care or wants to discuss something negative, you are more likely to be able to help them quickly and with less distress (both for them and your business) if you take the discussion offline. Acknowledge their response on social media, but if it’s anything other than a simple request, get some details to make direct contact.
Most people like to know they’re interacting with a real person, rather than a faceless corporation. Sign off any responses with your name to lend a personal touch and increase your chances of better rapport and an efficient resolution.
Go the extra mile
No matter the nature of the request, customers will always appreciate a business doing that little bit extra to help. It can be something as simple as following up to check whether they’re happy with the resolution that has been reached, offering a special discount or waiving charges as a goodwill gesture. You’ll be surprised at how much customer satisfaction something like this can bring about, at just a marginal cost for your business.
With these commandments on hand, you can ensure that both your business and your customers are getting the most out of your social media.
And if you’re ready for the next step, see some of our other social media guides: