These people are your company's "undercover" eyes and ears. Why? Because it showed us where we needed to improve. One of the big lessons I learned was to welcome criticism from our staff and customers. Many years ago, I worked for a local restaurant in the area called Luck圓2, and I learned more about customer service there than I did anywhere else. But what if it's negative? Well, you're going to respond then, too, just in a different way.If you have customers that are tweeting at you, commenting on your blog posts, or chatting with you on your Facebook page-respond! Talk back to them! Nine times out of ten, it's all good things that are being said so enjoy your successes! You have spent all this time, effort, and money to become an "engaged and likable" brand, don't blow it now. Another obvious statement, but you wouldn't believe how many companies don't respond at all - doesn't matter if it's good OR bad. If you don't, at the very least, you should be checking your social media accounts at their native sites as well as having alerts set up thru Google alerts. to allow you to see what is going on with your social media channels. At this point, I feel pretty confident that you have systems in place to monitor your brand and any activity happening, but just in case you don't, you need to use some kind of platform like HootSuite, Radian6, etc. First and foremost, you have to know about it.So how do you prepare yourself or your staff to handle when your customer starts engaging with you? complaints and "constructive feedback" isn't always the same case. Human nature dictates that we're quicker to complain than compliment. You would hope that ALL the engagement from your customers would be glowing reviews of how great your product is, but let's be honest - that's just not always the case. The signs are everywhere but if you're ever in a push and can't find a store's social media identity, you only need to pull out your smartphone and google it, and you'll have the information you need in less than 30 seconds.Īnd while this may be a super-convenient way for the consumer to find your social networks and engage with you and your business when they're happy and excited, what if they're unhappy? Have you put the proper procedures into place to handle most situations that could come about when your customer reaches out on social media? If not, then you run the risk of a potential nightmare.Įverything that you do on social is (or should be) a road map to engagement. They've learned well and are fully on board with asking you to follow them on Facebook, Twitter, Pinterest, YouTube, and more. Once upon a time, a company had the ability to respond (or not) on their own time table, but now the fact that your customer has instant access to social media means your procedures have to change. You can't go out to any retail establishment or visit any website without seeing the company's social media icons and addresses. Social media has turned customer service upside down.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |