Social Media Customer Service

How to deal with it.

How to take advantage of it.

Shep Hyken, Customer Service ExpertAlways Be Amazing

www.hyken.com(Copyright © MMXV, Shep Hyken)

Customers have a voice that is louder than ever!

Social Media gives customers the potential to reach hundreds, thousands, or (in some cases) even millions of people to amplify their likes and dislikes about the companies they do business with.

Reactive versus ProactiveReactive: Monitoring social media channels like Twitter, Facebook and others, then reacting to comments.

Proactive: Engaging in conversations with customers, interacting, and providing valuable information in the process. This takes customer service to another level.

Reacting: When Customers Need Help…

1. Speed counts. Reacting and reaction time is extremely important. When a customer complains, they want to get an answer now.

2. Stay on the same channel. For example: receive a tweet, reply with a tweet.

3. Turn what started as something negative into something positive.

Reacting:Dealing With Negative Social Media Posts

Look at a complaint as an opportunity to move the customer from unhappy to happy. Thank the customer for the opportunity to fix the problem.

Once the customer is satisfied, come full circle. Go public with the acknowledgement of having taken care of that customer.

Finish Strong!

Be Proactive With Value-Added Content

Be proactive on social media by pushing value-added content. It’s not about asking for business, it’s about delivering value.

For example: A restaurant sharing a favorite recipe with their customers on Facebook.

Be Proactive by Developing an App

An app is a proactive way to share new information, products, increase customer loyalty, and overall enhance the customer experience.

For example: Starbucks gives frequent visit incentives on their app, creating loyalty from customers.

Be Proactive on YouTubeCreate a YouTube channel and answer commonly asked questions in videos. This is a proactive way of creating a virtual customer service representative right in front of the client.

Start a Blog: Be Proactive by Setting the Customer Up

to Help ThemselvesCreate blog posts and a FAQ section allowing customers to easily access information in order to help themselves.

Crowdsource Your Customer ServiceCreate a forum for customers to write about how they solved their problems.

Let your customers help!

Reactive + Proactive = Success

In conclusion, it takes both reactive and proactive steps to create an amazing customer service experience. Respond, react, engage, and interact with your customers to ensure you have retained their loyalty and you have turned their negative experience into a positive one.

Now, go out there and be amazing!

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