Providing Excellent Customer Service Online Through Social Media

So what have we learned so far?

Well, we?ve learned that similar customer service policies are used in social media. We?ve also learned that one of the key components of online customer service is ?immediacy.? But where do you go from there? How can you apply these lessons?

To be completely honest, every business? online customer service plan is going to be different- just as customer service varies from store to store offline. But there are a few key things to look out for.

One of the things that will prepare you most for voyaging out into the sphere of customer service online is to have a good understanding of the types of customer service challenges you?ll come up against. No worries, they?re not much different than offline.

1. Customer suggestions

These are sometimes less likely than the other two, but still occur. A customer may post on your website or social media pointing out something they?d like to see in the future or a way you could improve/enhance your product.

2. Customer complaints

Pretty self-exclamatory and simple, but these can be the most detrimental and difficult to control. A single complaint on your social media, if not caught and dealt with immediately, can spell trouble. With the Internet being such a public forum, one bad reference could be carried ?telephone-game-like? everywhere.

3. Customer praise

Again, self-exclamatory. This category is one in which businesses always try to excel in. And rightly so. More visible praise on your website or social media means you audience could get more interested in what you have to offer.

Like I said, every online customer service plan is going to be different. You?ll want to cater yours to what your business? climate and culture is like. Here are four key habits that you?ll want to excel in first and foremost- then you can build your personal online customer service plan on top:

Listen

Don?t just look at what a customer?s suggestion/complaint/praise to you online and phase it out. That?s your first mistake! Every comment is sacred. Keep tabs on the kinds of things your audience is saying to you- is there more of one category than another? Don?t treat your social media as a place to simply show off your business. Make sure you?re being an active and engaged listener with your audience. It?s a two-way conversation, and dominating that is never good.

Interact

Try to react in some fashion to every comment you receive. If it?s a suggestion, let the customer know you?ve heard them. Maybe offer them a link to something your business is doing that would satisfy their voiced need? If it?s a complaint, react fast! Make sure you begin a dialogue with your dissatisfied customer, and preferably through a less-public medium. If it?s praise, thank them! Let them know how happy you are that they took the time to let you know. Believe me, not all customers do so.

Evaluate

After you?ve interacted reflect on how the conversation is going/went. Were there things you could have done differently? How would you go about a similar situation later on? Do you need to polish certain aspects of your online customer service plan?

Follow-up

You?ve already gotten this far, so keep the conversation going! After awhile, try to check in with your customer and make sure they?re satisfied. They?ll love the extra attention, and it shows you actively care about the experience they have.

Photo Credit?

Related posts:

1. Customer Service on Social Media- The Immediacy of it All
2. Show the Love: Customer Service in a 24/7 Social Media World
3. What Retail has Taught me about Customer Service
4. Katie?s White House Tweetup Experience
5. Social Media Community Management: My favorite 4 productivity tools

Source: http://socialnicole.com/social-media-customer-service-2/

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