5 Steps to Managing Customer Service Complaints on Social Media
0 comments | 713 reads Social media is a great customer service tool. While most companies view Twitter and Facebook as a great tool to monitor what customers are saying about them, I’ve written that they are missing opportunities to enhance the customer service and experience by posting value added content.
That said this short article is about how to respond to the irate customer who decides to air his or her grievance using social media channels instead of reaching out to the company directly. Or worse, maybe they tried to reach the company via traditional channels (phone, email, etc.) and didn’t get the response they were looking for.
When a customer complains on social media channels like Twitter or Facebook, the customer’s usual goal is to get the company to respond. The company’s goal is to mitigate or eliminate any negative impressions, and show the customer, and the rest of the world, that they are there to support and help the customer through the problem. The company is trying to avoid a PR nightmare. Managed properly, the result will be the opposite of the nightmare, showing the customer, their friends and potentially the rest of the world that the company stands behind their products and offers amazing customer service.
Here are five simple steps to managing a customer complaint on Twitter, Facebook and other similar social media channels:
- First and foremost, respond quickly. Many customers feel that a same-day response is acceptable. Some companies attempt to respond within an hour. I just worked with 1-800 Flowers and their goal is to respond within five minutes. That’s a pretty amazing goal.
- Think of this as a conversation. Respond in a very conversational style. Don’t use a canned answer. Customize your response if possible.
- If they are obviously angry, don’t become defensive. The risk is that you start an argument in front of everyone. Instead, take control of the comment by first apologizing for any issue they are having, and letting them know that you are there to help.
- Ask them to direct message you their contact information so you can get the information needed to call them on the phone or start a longer email conversation – in private.
- Once the problem is resolved, go back to them on the original social media channel they used to reach to you and thank them for bringing the problem to your attention and the opportunity to fix it. Show there was a positive resolution.
The bottom line is this: If you don’t deliver, at a minimum, an acceptable level of service, the whole world can find out about it. Embrace social media. Your customers do, and that means you should, too.
Shep Hyken
- About Shep Hyken |
Connect:
- 713 reads
0 comments »
Join the conversation!
MarketPlace
Boost Customer Satisfaction & Loyalty at SCORE 2013
[May 29-31, Boston] Customer experience management (CEM) strategy meets customer operations at SCORE Conference 2013. Topics include driving customer satisfaction and loyalty, employee engagement, customer retention, call center technology and big data analytics. CustomerThink members save $700 off the regular registration fee.
Digital vs. Human Banking Experiences: Can This Be a Happy Marriage?
[June 6] It's time for banking leaders to rethink how to nurture and grow customer relationships in an increasingly digital world. Get the results of a new study that revealed the CX practices of top performing banks. Learn how digital Innovations can enable more personal service.
[June 10-13, Chicago] If you are responsible for the results of your company’s website, social media, ecommerce, web intelligence, data strategy, audience research and/or measurement, then mark your calendar. Customerthink members save 15% off full conference passes with code CTKTO15.
[June 10-13, Chicago] PAW's program will feature over 40 sessions with case studies so you can witness how predictive analytics is applied at leading enterprises. Customerthink members save 15% off full conference passes with code CTKTO15.
Confirmit’s Community Conference ’13 – London and Las Vegas
[June 19-21, London; June 26-28, Las Vegas] Attending CCC ‘13 gives you an unrivaled opportunity to understand and address rapid industry changes and discover new techniques that can drive your business forward. Create a tailored agenda that explains how to overcome the challenges your business faces. Take advantage of excellent networking opportunities and face-to-face discussions with thought leaders.
Global Customer Experience Management (CEM) Certification Program
[Sept 19-20, Amsterdam; Sept 24-25, Sao Paulo; Nov 12-13, San Francisco] An internationally recognized program with proven track record of success - being run for 40 times in 17 cities with attendees from 58 countries, the program is developed based on the U.S. patent-pending Branded CEM Method which aims to drive customer loyalty and brand differentiation with quantifiable business results. Limited offer: USD300 early bird discount.
Customer Experience Certification
[Sept 24-26, London] If you’re developing a customer experience program or want to review your current approach, join other customer experience leaders for this intensive 2.5-day certification. Presented by Medallia, the global leader in customer experience management. Enter code ‘Cthink’ to save$300/£200.
Voice of Customer 2.0: Creating Change Your Customers and Employees Can Believe In
[Recorded April 25] Despite good intentions, in the majority of companies Voice of Customer programs contribute little to business success. Join us to learn the secrets to capitalize on Customer Experience feedback, so you can drive organization actions that will unlock profitable growth.
Get your event or resource listed in the MarketPlace, reaching 200,000 business leaders monthly.
For more information, contact
CustomerThink advertising sales.
Follow CustomerThink
The Future of Work - Please Give Your Input
CustomerThink is collaborating with Chess Media Group in a study about "The Future of Work" including the use of social/collaborative tools. Please take a few minutes to share your input. As thanks for your time, you'll receive a complimentary copy of the report.
Featured Resources
