As customers become more tech-savvy, engagement with brands online via various social media platforms will surely increase even further. Nike AIR Max 2017 Dames Zwart Wit At present, there is a noticeable difference between customer service across digital channels in comparison to what is being practiced in brick and mortar stores highlighting a need for change. buy bns items
In today’s digital age, companies and brands need to take proactive steps to maintain the same consistency of service across all customer touch points to ensure their public perception remains positive at any given time.
Complaints on social media are inevitable, however the manner in which the company responds to these complaints will certainly determine both customer attitudes and behavior towards the organization.
Tip 1: Quick Responses Are Always Appreciated
Generally speaking, replying within one hour is what is most appreciated by customers. nike chaussures pas cher Providing them with a solution within this timeframe is not necessary as they simply want their problem to be acknowledged and know that it is being attended to.
It is imperative to provide a realistic time frame informing customers as to when they can expect a response. This will significantly help to manage expectations and reduce any negative feedback that could arise.
Tip 2: Mistakes Happen. bns gold Don’t Worry
Acknowledging the mistake does two things: First, it will prevent the customer from continuing to blame the company (which could potentially spiral out of control with more people joining in) and instead focus on the problem at hand; Second, it will show potential customers that the company takes complaints seriously and if the problem gets resolved in a timely manner, highlight their impeccable customer service.
Complaints are not necessarily negative. asics running pas cher In fact it is an opportunity to show a company’s human side by posting a genuine apology. air max pas cher Customers are quick to point out pre-drafted scripts and lack of emotion, so being truly sincere and showing a real response will significantly help in mitigating any reputational damage that could occur over social media.
Tip 3: Get Offline and Personalize Your Responses
Negative comments on social media do have a tendency to draw attention from the general public. cheap bns gold nike tn requin pas cher To stop the matter from escalating, take the conversation offline and resolve the problem. This can significantly reduce the potential of having the situation spiral out of control.
Also, when replying, make sure to personalize your responses. Nothing is more frustrating than getting the standard “Thank you for your feedback. Nike AIR Max 2017 Goedkoop We will get back to you shortly”.
When addressing negative comments, include the customer’s name and use a conversational tone. cheap bns gold Nike Air Max 90 II CamouflagDame Inform the customer what steps will be taken to resolve the issue. If the negative comment was due to a problem that was a genuine mistake, take ownership and assure that measures are being taken to resolve the issue.
Tip 4: Escalation Plan
There will be times when the employee handling social media complaints will not know the answer on how to deal with that particular situation. In this case, it is imperative to create an escalation plan that is updated on a monthly basis consisting of the names of employees and their respective departments to reach out to in dire times of need.
A regularly updated escalation plan is perfect to provide swift answers to the employee which in turn rapidly speeds up response time.
Tip 5: Go One Step Further
Social media is a great tool to build relationships and trust for a brand or organization. nike tn pas cher Many times negative comments are based on problems that cannot be solved.
If you are unable to resolve a person’s query, direct them to a place where you know they will be able to find a solution.
Zappos is a great example of linking their customers to competitors to buy shoes when they are out of stock. Their customer service reps always go to insane lengths for their customers, where they went so far as to ship a free pair of shoes overnight to a best man who arrived at a wedding late and shoeless.
The cumulative result of all of Zappos customer service efforts resulted in them being one of the most respected and trusted brands in the world.
Tip 6: Follow Up Till the End
Most sources say that it costs anywhere from 5 to 10 times more to acquire a new customer than it does to keep an existing one.
Following up to make sure the problem is resolved demonstrates concern for the customer and their situation. adidas 2017 pas cher Nike Air Max 1 Dames It can also help prevent any further backlash that could arise online if a conversation emerges whereby people ask about the developments of that specific issue.
Being in constant communication with customers with issues and assisting till the problem is resolved significantly assists in building trust that can potentially lead to those customers becoming brand advocates.
It is important to mention again that social media complaints should not be taken as a negative. cheap ffxiv items Nike AIR Max 2017 Heren In fact they provide an exceptional opportunity to engage with a vocal and opinionated audience and showcase the company’s strong customer service culture.