Social media is a customer service tool that has great potential beyond what most companies are currently using. Outlets such as Facebook and Twitter offer the opportunity for companies to enhance the customer service experience by posting value-added content. Often, however, their only involvement is to monitor what customers are saying about them on social media.
Handling customer complaints, for most of us, is a scary prospect. And yet it provides an opportunity to build customer loyalty through how we and our team handle the complaint. In fact, stronger relationships may result, for both our staff and our business, from handling these challenging situations in a gracious and customer-oriented way.
There are so many moving parts to a strong customer service strategy, it’s easy overlook the benefits of social media. But do so at your own peril. In today’s world, a presence on social media is as important as having a toll-free phone number. Here are just a few of the reasons why.
Customer service has become a huge focus on brands’ social media channels in recent years, which we love. By monitoring your social pages, you can find out what customers want, what they like about your brand and what you can improve upon (sometimes you may find out a lot about what you can improve upon).
And when an issue does arise on social media, firing the employee(s) may not be the best option. If they are voicing criticism of the business, take a moment to evaluate the criticism objectively. If there is any validity to what is being said, it would be better to address the problems.