Gone are the days when good customer service simply meant staffing the front desk with a friendly receptionist and answering the phone with a smile.
These days, customers expect their needs to be met in person, on the phone, and via text message, email, chats and even social media channels.
Ignoring any of these outlets for customers to get help, ask questions or lodge complaints can negatively impacts a business’ reputation in the eyes of the consumer.
The good news – and bad, depending on your point of view – about customer service moving to social media is that they are a public forum.
Instead of private phone calls, texts, online chats or email conversations where consumers speak with just one or two company representatives, now these exchanges are being watched by dozens, hundreds or thousands of other people.
If customer service is handled well on a social media platform, a company can garner new fans and potential customers or buyers.
However, if the situation is handled poorly, the business can be subjected to bad PR, loss of customers, public backlash and internal turmoil.
Think for a moment about the last time you saw a company respond promptly and pleasantly to a consumer’s complaint on Facebook? Did you immediately feel more favorable toward that company? Probably. (See embedded images for a recent example from one of my own Facebook friends.)
On the other hand, how do you feel when you see a business ignore any questions or complaints about their product or services on their Twitter or Facebook page. What if they respond to customer service posts or messages with short, defensive replies?
You’re probably not to eager to rush out and buy their product, right?
The takeaway from all this is that managing customer service online is just as important as manning the front desk or answering the phone at your business.
If you need help setting up your social media networks and managing them so your customers’ needs are met, please email me at firstname.lastname@example.org today!