Feb 14 Posted 2 years ago
It comes down to having basic customer service skills. You should never allow any employee to represent your business or manage your social media unless they have excellent customer service skills.
I recently wrote about how I stopped not just following my favourite brand, Rocket Dog on social media, but how I now refuse to buy anything from them due to the snarkiness and indifference I experienced from their social media person/team.
I've gone from being a loyal customer and a brand evangelist, to someone who speaks negatively of them and no longer buys from them at all. This shows how important it is that businesses don't put their social media in the hands of incompetent employees.
If however, I'd received an email from their customer services team or a manager, and had they apologised for the way I was treated or offered some kind of explanation, then i'd not have hesitated to forgive and forget and remain a customer.
When things like this happen, it's all down to how you handle it. I agree that businesses should tackle this kind of thing head on - an apology and a gesture of goodwill can go a long way.
Webinars On Demand
June 15, 2016Building an effective goal-driven strategy, advanced campaign optimization, making sense of massive amounts of data from many channels — these a...
May 25, 2016Up to 80% of email databases are classified as inactive. These "sleepy subscribers" haven't engaged with your emails in months, which negativ...
February 05, 2016Facebook contests and campaigns are powerful ways for brands to engage with customers in social. They encourage social sharing, spur user-ge...
November 24, 2015An exclusive report brought to you by Social Media Today and Hinge These days, cutting edge companies know that if they aren't leveraging t...