Handling customer service for your online business through social media

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    16-Aug-2015

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<ol><li> 1. Handling Customer Service for Your Online Business Through Social Media In earlierblogs,weve discussedhowsocial mediaplaysarole in the future of e-commerce asit evolvesinto social commerce.Nowletsexplore how social mediacanalsohelpwithcustomer service bygivingyouthe opportunitytoengage quicklyandprofessionallywithyourcustomers. Receivingacustomercomplaintpubliclycanbe intimidating.However,withsome basictipsonhow to handle negative engagement as well aspositive feedback youll findsocial mediatobe a productive outletforbothparties. Acknowledge and work to resolve the issue The worst thingyoucan do is ignore negative feedback;itwill be perceivedasbeingdisinterestedor unconcerned.Immediatelyacknowledgethe feedbackbyapologizingforany inconvenience and tellingthe customerthatyourteamislookingintothe problem.Then,if the issue isurgent,take the conversationofflinethroughaprivate message.If youneedanyadditional informationfromthe customer,youcan collectitthrough the private message andbeginworkingtoresolve the problem. Train the team on social mediaetiquette Justlike all otherformsof communication,social mediaetiquettealsomatters,especiallywhen dealingwithcustomerissues.While itsimportantto maintainyourbrandvoice,itisevenmore importantforthe communitymanagerto be sympatheticinlessthanideal circumstances. Regardlessof howunprofessional orharshthe complaintmaybe,alwaysrespondwiththe utmost respectandprofessionalism. Provide multiple levelsofsupport Dependingonyourorganizationandstaff knowledge,some issuesmayneedtobe addressedby expertsinthe field.Insuchsituations,yourstaff mustbe capable of providingthe firstlevel of supportand communicate to the customerwhena differentteamorspecialistneedstotake over the issue forfinal resolution. Include social mediaprovisionsin your SLAs As a B2B business,youmostlikelyhave ServiceLevel Agreements(SLAs) inplace toaddresscertain </li><li> 2. issuesyourcustomersmightface.Therefore,itsimportantthatSLAsmake provisionsforissues sharedthroughsocial mediaaswell.Since social mediacomplaintsare real-timeandcanbe seenby everyone,the response timeshouldbe quickerthanthatof your othersupportchannels. Be thankful for positive feedback As importantasit isto respondtocustomerissuesandcomplaintsonline,acknowledgingpraise is justas crucial.Thank yourcustomersfor postingpositive commentsaboutyourproduct,team, or performance andstresshowmuchit meansto heartheirfeedback. Considerusingsocial mediaasanotheroutlettomanage yourcompanyscustomerservice.Engaging withyourcustomersina timelymannerwill likelycultivate more positive feedback,aswell as customertrustand appreciation. Alsosee more info@http://www.cimm2.com </li></ol>