If you have a presence on social media, then sooner rather than later you can expect to receive a customer service enquiry. This could range from praise and thanks to critical feedback and angry complaints!
Dealing with all of these is part of the job when it comes to social media marketing for small businesses.
So how should you handle these enquiries? Here are some of our thoughts:
- Be quick – monitor what is being said about you and respond to it as quickly as possible. Even if you don’t have the answer yet, you can still respond and set expectations in terms of when you will reply
- Be polite – this is hard, especially if the complainant is angry or even rude. But stay calm and always respond carefully and clearly
- Be helpful – try and be as helpful as possible. If you don’t know the answer, point the enquirer in the right direction or suggest someone that might be able to help instead
- Be ready to admit defeat – sometimes situations cannot be rectified, especially in 140 characters! In these situations, resist the urge to get into a public slagging match and either suggest that the customer emails or writes or just ignore. You will do your brand more damage by continuing a public spat
- Be proactive in building relationships – if you have had a conversation relating to customer service, then make sure you follow the person and get in touch again in the future, even if the issue in question has been resolved
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