Handling customers on social media networks
Handling customers on social media networks is not a new idea. Around ten percent of larger companies have started to handle customer support issues directly via their social media profiles. But, how is it done? The Internet is a treacherous place, and people on social media are not exactly forgiving (or nice), so how can one conduct serious customer service on one? How it may be done is explained in basic terms on this website, but if you are going to start handling customers on social media networks, then you may need to grow thicker skin because a lot of people have nothing but nasty things to say.
1. Start by replying quickly to their messages
2. Never attack your consumer in any way
If you want to see how not to do it, then go onto eBay and look at how some people respond to their negative feedbacks. They take them so personally and do not realize that by attacking the negative feed backer that they are making themselves look bad. This is especially true since the first thing most people look at are the negative feedbacks on a profile.
Look at how the sellers call people liars and get angry if people say that the piece was never delivered or the piece was returned but no refund was given. Do not fall for the same thing, and do not apologize. Instead, state clearly what you are going to do about it and make sure that any further correspondence is done via email, Facebook private message or over the phone. The action you may state may be something as simple as, “We have our support staff working on this issue right now, please return our emails and we will get this sorted out as quickly as possible.”
3. Never attack your competitors in any way
t may seem like the clever thing to do when you attack your competitors, but it is a very risky strategy that has more negatives than positives. After all, why should people believe you anyway as your credibility on the matter is highly suspect. If you attack your competitors then you are going to evoke an instant contrarian response in most people.
4. Turn a negative into a positive
If you put some thought into it, then you can turn every negative into a positive. You just going to have to get really good at putting a positive spin on things. If your deliveries are late, then brag about how you have just installed a new delivery tracking system. Or, you can explain how this one-off occurrence has prompted further investment into your already smooth running delivery service.
1. Start by replying quickly to their messages
2. Never attack your consumer in any way
If you want to see how not to do it, then go onto eBay and look at how some people respond to their negative feedbacks. They take them so personally and do not realize that by attacking the negative feed backer that they are making themselves look bad. This is especially true since the first thing most people look at are the negative feedbacks on a profile.
Look at how the sellers call people liars and get angry if people say that the piece was never delivered or the piece was returned but no refund was given. Do not fall for the same thing, and do not apologize. Instead, state clearly what you are going to do about it and make sure that any further correspondence is done via email, Facebook private message or over the phone. The action you may state may be something as simple as, “We have our support staff working on this issue right now, please return our emails and we will get this sorted out as quickly as possible.”
3. Never attack your competitors in any way
t may seem like the clever thing to do when you attack your competitors, but it is a very risky strategy that has more negatives than positives. After all, why should people believe you anyway as your credibility on the matter is highly suspect. If you attack your competitors then you are going to evoke an instant contrarian response in most people.
4. Turn a negative into a positive
If you put some thought into it, then you can turn every negative into a positive. You just going to have to get really good at putting a positive spin on things. If your deliveries are late, then brag about how you have just installed a new delivery tracking system. Or, you can explain how this one-off occurrence has prompted further investment into your already smooth running delivery service.