Don’t Negate Customer Service And Social Media In Building Your Brand
In today’s world, it’s impossible to make it without being online. There was a time in which the online world simply wasn’t important. It was a thing a business could dabble in, put up a website and call it a day. These days, however, it’s a vitally important source of customers and business.
To that end, if you’re going to use the internet for business, you also need to use social media. There are a plethora of using social media websites that people tend to use, everything from Facebook to Twitter, as well as Tumblr and Instagram. If you’re going to make it in the business world, you need to know how to use them. But using them isn’t enough. It’s simply not good enough to be able to have social media accounts. You also have to know how to use them for customer service.
Traditional customer service is a one on one situation. A customer contacts your business, and explains a problem. Your business then deals with that problem as best it can. Sometimes the customer is happy, sometimes the customer is unhappy, but either way, it’s between you and the customer. In today’s social media world, however, customer service is open for everyone to see. A customer who’s had a bad experience might post about their experience to all manner of different social media outlets, which means the number of people who can see how you handle a situation can be in the millions.
Here is a great educational video that talks about 7 essential customer service tips.
In order to deal with this, you need to ensure you have people who are trained in social media customer service. It can be tempting to simply go onto social media outlets and explain your side of the story. It can be tempting to point out that the customer is wrong, or that they’re lying when they talk about the situation. However, more often than not, that tends to backfire. People tend to want to root for the underdog, and businesses are always seen as the evil overlords.
Thus, having someone who knows how to navigate social media is vital. Social media based customer service is often as much a matter of proper marketing as it is customer service at all. It’s not just making one particular person happy. It’s about making sure that everyone can see your company making that customer happy, or at least giving it a genuinely reasonable try. In many cases, even if you can’t solve the specific customer’s problem, you can make your company look good by how you respond to it on social media.
If you’re a small business, don’t ignore how important social media is. It’s a great way to drum up customers and business. Even if you think no one but local people will ever frequent your business, it’s amazing how much information can be disseminated through social media. When people see how your company responds to customer service problems via social media, they’ll have a better idea of whether or not they want to give you their business.
from The Owl Geek 7 Blog http://www.owlgeek7.com/business/treat-customers-like-family-and-stay-in-touch/
via Owl Geek 7 Blog