Quick Response to Complaints on Social Media = Exceptional Customer Service.
Just wanted to share something that happen this morning that illustrates how important it is to respond quickly and professionally to complaints on social media.
On the page I manage for my Internet Marketing Manager job here at the dealership a customer complained that they had not been contacted back after a few emails to service and their sales consultant.
First since we have a CRM system I looked him up to get his phone number.
Second I replied on Facebook that I would be calling him to follow up on this and correct the situation.
Third I called him and spoke about this.
The part that mattered the most? The fact I called within 10 minutes of his posting the complaint. In fact he actually erased the complaint because I handled it so quickly.
Currently I have passed this off to the parties that need to contact him further. And gave him my contact to call me if they do not get ahold of him in a timely matter.
The takeaway here is how important it is for companies and those running their Social Media accounts to take complaints seriously. Every complaint is an opportunity to win a customer back with exceptional customer service.
So if you are the one managing their Facebook account have you set up a procedure on how you handle complaints? If not take this opportunity to start this discussion with your clients.
On the page I manage for my Internet Marketing Manager job here at the dealership a customer complained that they had not been contacted back after a few emails to service and their sales consultant.
First since we have a CRM system I looked him up to get his phone number.
Second I replied on Facebook that I would be calling him to follow up on this and correct the situation.
Third I called him and spoke about this.
The part that mattered the most? The fact I called within 10 minutes of his posting the complaint. In fact he actually erased the complaint because I handled it so quickly.
Currently I have passed this off to the parties that need to contact him further. And gave him my contact to call me if they do not get ahold of him in a timely matter.
The takeaway here is how important it is for companies and those running their Social Media accounts to take complaints seriously. Every complaint is an opportunity to win a customer back with exceptional customer service.
So if you are the one managing their Facebook account have you set up a procedure on how you handle complaints? If not take this opportunity to start this discussion with your clients.
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KyleSchwenk -
Thanks
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