Social media can be the perfect medium for delivering effective customer service. But you have to know and understand what best practice is, as well as continually practice and develop your customer service skills.
When coming into contact with customers in social media, you need to be friendly and professional at all times. It’s easy to spot negative characteristics in online communication and behaviour, so be aware that anything bad that happens spreads like wildfire.
I’ve put together 12 tips to help improve your customer service practices using social media. It would be interesting to hear which customer service tips you think companies would find most important in the comments section.
1. Listen to Your Customers
Never jump to conclusions.
The best thing you can do in social media is listen to your customers, whether they have complaints, questions or praise for your business.
When you listen, people feel appreciated and value the time you spend interacting and participating in conversations.
2. Remain Calm at All Times
Things can quickly escalate in social media.
It’s up to you to remember that customers are usually annoyed for a reason and that most people want their reason to be heard. Don’t take anything personally or anger the situation trying to be clever.
People expect professionalism. One of the best customer service tips is to keep a cool head and remain focused at all times.
3. Be Active
Customers like to see that you’re really there and actively engaging with your audiences. While it’s fine to schedule some posts and activities, monitoring the social media landscape is important.
This is one of the customer service tips to especially take note of because opportunities are often missed otherwise. You lose the ability to rapidly respond to the changing online environment if you’re not active...
Full article: http://stuartjdavidson.com/customer-service-tips/#customerservice #socialmediatip #smm