Customer service is extremely important for your business. You need to be able to answer questions and queries asked about your brand in order to instil trust in your customers and it also shows that your company is serious.
According to smallbusiness.co.uk, 83% of consumers require some degree of customer support while making an online purchase. With that number so high, it proves that you need to be on top of your game when it comes to customer service. Here are 3 don’ts of customer service on social media.
It’s not a great start if a customer has a bad experience with your business or brand but what’s worse is not resolving any issues to turn a negative experience into a positive one.
If a customer leaves a poor review on your social media or mentions your name in a post the best thing to do is to resolve it by asking them professionally what the issue was. This straight away indicates to the customer that you’re ready to engage and make sure that they don’t have a repeated negative experience.
Messaging them personally through the company’s social media makes the customer feel just that tiny bit more special. Ignoring feedback or a review of a bad nature can make you seem like you’re either not interested or not bothered when it comes to fixing relationships with your customers.
Social media has had a big impact on the way that customer service works, with fewer people ringing up through company helplines and more turning to various channels to directly send a message to a company regarding an issue or question.
Social media is more convenient for those who don’t have time to be placed on hold via phone calls, and according to socialmediatoday.com, nearly 70% of consumers have said that they have used social media for issues to do with customer service on at least one occasion.
Ignoring an interaction from somebody who requires your assistance, will more than likely make them lose their patience and walk away from your brand. Unless it’s your customers, don’t give anything else your first priority. Your customers are the most important.
Being in denial when a customer comes to you with an issue regarding your company is a bad decision. You need to accept that there’s a problem with your product/service and attempt to understand what isn’t working.
If you are approached by negative feedback and respond back in a negative manner, it will be seen as unprofessional. Resulting in people turning their back on your business.
Touching up on point 1, always accept any negative feedback and fix it in a professional manner to provide as much value as possible to the end user.
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