Build Up Your Customer Service Via Twitter

Have you ever heard that someone was unhappy about your service but you didn’t hear it from them? That’s because people are more likely to walk away vowing not to repeat the behavior than to seek a fix. But that doesn’t stop them from grousing about it to whoever will listen. Do I hear an “Amen!”?

Enter blogging, Twitter and Facebook and all the other ways that people can share their stories with dozens, hundred or even thousands. The realization of this is likely to send chills down most small business owners’ spines. But, this also presents a big customer service and support opportunity.

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Would you know if your customers were being ignored?

Quick, show of hands, how many of you would be comfortable leaving your store unattended while you were out making deliveries? No one? Hmmm… interesting, because that’s pretty much the equivalent of what so many companies are doing right now.

A very interesting article gave the following real world example (I’ve seen this happen time and time again):

John [customer] is irritated because he dialed in to a customer support department and was put on hold for 30 minutes. No one ever answered his call. He goes to the brand’s Facebook page and leaves a comment expressing his anger. No response. He then tweets at the brand’s Twitter profile. No response. So he writes a blog post criticizing the heck out of the brand and shares it all over the social Web. Still no response.

This situation really resonated with me since it is one of the very dangerous scenarios we protect our clients from with Whatcom Marketing’s Social Media Management services. We monitor for online comments, both praise and criticisms, and respond to ensure the customers’ needs are recognized and depending on our clients’ instructions, handle the issue (“We are so sorry to hear of your experience. Your account has been refunded.”) or assure the customer that they’ve been heard and a response is forthcoming (“We are so sorry to hear of your experience. We’re going to have someone in charge contact you right away.”).

Are you leaving your store unattended and customers ignored? Locking them out isn’t an option. Call us today.

 

Fear of Social Media

You’ve read for years now that your company should be engaging in social media (Facebook, Twitter, YouTube, etc.) and “participating in the conversation.” But that means sometimes encountering someone who will call you names while saying your service sucks and your policies are so bad that your business should be boycotted. Who would want that, right?

Having to participate in conversations where you or staff represent your company and everyone else can be anonymous is an unfair playing field. You want to be positive and professional while they can call you names and make baseless accusations. Run, run away fast, seems to be the best advice. Continue reading “Fear of Social Media”

Are your staff’s customer service priorities upside-down?

We’ve all been there. We’ve gone to a store, found what we want to buy and taken it up to the counter to hand over our money. And then nothing happens. Or worse, staff appear to have better things to do and walk right past or away from us.

In all likelihood, you’re not being ignored so much as the staff have been assigned what they interpreted as tasks of higher priority. They’re buzzing around doing all the busy work their boss has given them that MUST be finished before the end of their shifts. The company culture is all upside-down.

Continue reading “Are your staff’s customer service priorities upside-down?”