Customer service today is customer driven and in the world of social media, businesses need to be ready to respond. Customers can share their frustrations online in real time, reaching a larger audience than just one or two. Learning to respond quickly and appropriately can often help with customer loyalty and retention.
Respond Quickly – It’s important to respond quickly on social media. It is hard to always respond to everything, but be sure to respond to at least 90% of disgruntled feedback.
Acknowledge Mistakes – Customers know that not everyone is perfect, which is why it is important if you know you were at fault to own up to that mistake. Doing so will likely gain the respect of this customer.
Communicate Offline – We have all seen disgruntled customers and business owners in a digital war of words and watched in dismay. If you are dealing with a very negative situation, take the conversation offline through a private message.
Get Personal – Customers often complain because they want you to respond and help resolve their issue. A personalized response from you or one of your team members will make a big difference in how they react to the response.
Go the Extra Mile – Don’t just resolve the issue with the customer, but take steps to go the extra mile. Give them a free item or offer something above what they are requesting.
Follow Up – Finally, follow up with the customer and make sure they are happy with your resolution.
You have great products and a great business; don’t let one customer complaint take over your social media presence. Take the time to put a plan in place to effectively respond when a complaint occurs and not only resolve the issue, but also retain a customer for life.
