Importance of Customer Service on Social Media & In Person

A customer wants, need, and expectations are all different from one person to another. Customer service is one of the best ways to differentiate people’s companies from other marketplaces/businesses. Research shows that 93% of customers are likely to make repeat purchases with companies who offer excellent customer service. Customer experiences are always based off their flawless experience where their questions are answered, their needs are met, and their opinions are heard. When customers don’t get their needs met, the businesses risk losing their customers to competitors. There are three most important things about customer service to know centered around the three “p’s” which include professionalism, patience, and a “people-first” attitude. An interesting fact about customer service is that in 2017, 64% of Americans contacted some form of customer service. So why is customer service so important on social media? Pictured below are 9 more interesting facts about customer service.

https://www.nextiva.com/blog/customer-service-statistics.html

https://www.helpscout.com/75-customer-service-facts-quotes-statistics/

Social media customer service is the practice of providing consumer support through social media websites/channels such as Facebook, Twitter, Instagram, etc. Social media customer service support is organized by a system of providing customer service support through social media platform. It is a contact channel that is rapidly growing contact channel within the entire customer service ecosystem, complementing call-based customer service. It covers support before, during and after purchases. Social media popularity improves customer relationships management because it creates an environment that makes it easier for customers to interact with companies and encourages interactions that are previously neglected from customers. Research shows that 35% of American customers post negative comments about companies on social media, and 53% post positive comments. Another statistic that surprised me was that when a customer is solving an issue on social media it is 83% cheaper than resolving it through a call center interaction.

Customer Service exist in nearly every industry and is a business crucial back. People within this field handle complaints, put out figurative fires and ensure that happy customers come back time and again. From retail jobs to waiting tables, call centers to IT support and everything in between, it is likely that you will work in a former customer service at some point in your life whether it is over the phone, email, social media, live chat, or the old fashion way of being in person. When working with customer service there are pro and cons that come with it. The pro side includes developing problem-solving skills, interpersonal skills and, opportunity for growth. Now some of the cons that come with customer service are you have a lot of responsibility, having to work irregular shifts, and lack of innovation. There are also good and bad examples of customer service. Starting with the bad, things you should do are mindlessness, one-sided value, control/direct, not connected with customer, and reduces the quality/quantity of conversation. Good things to do while being in customer service are being mindfulness, flexible to concerns, value to all participants, enhances trust/safety, and frequently challenged/improved.  The picture below is a great example of how customers react when they don’t get the proper service and when things do go their way.

Things that could be done differently with social media customer service is getting a response quicker, being transparent, knowing which social media posts should be resolved in public/private, respond to all social media feedback/questions/comments, and always respond positively. Good tips/examples for customer service on social media are setting up dedicated handle for social media customer support, find and monitor conversations relevant to your business, create social media guidelines, be proactive, expand ideas of what customer service can be, manage customers’ expectations, always respond/be quick, use right channels, and take the public conversations private.

            Although most business should have a type of customer service but some business that I could see adding/improving customer service on social media could be amazon because I had a hard time contacting someone when I had a problem that I needed to be fixed. I know DSW (designer shoe warehouse) has a great customer service platform on their app/website. I think that Walmart could also improve on their customer service in person more than on social media. The people that work there are always rude and grouchy.

In the image below pictured is a quote that I strongly agree too. This quote is so important because you can easily loose a customer from a bad experience with customer service and then can easily go complain on social media about the employee or even talk bad about the business. Especially with businesses having a shortage of workers, I always make sure to be my best and have great customer service and put the customer’s needs ahead of anything else.

9 Customer Experience Facts Your Contact Center Can't Afford To Ignore  [INFOGRAPHIC] - Call Center Services InternationalA customer wants, need, and expectations are all different from one person to another. Customer service is one of the best ways to differentiate people’s companies from other marketplaces/businesses. Research shows that 93% of customers are likely to make repeat purchases with companies who offer excellent customer service. Customer experiences are always based off their flawless experience where their questions are answered, their needs are met, and their opinions are heard. When customers don’t get their needs met, the businesses risk losing their customers to competitors. There are three most important things about customer service to know centered around the three “p’s” which include professionalism, patience, and a “people-first” attitude. An interesting fact about customer service is that in 2017, 64% of Americans contacted some form of customer service. So why is customer service so important on social media? Pictured below are 9 more interesting facts about customer service.

https://www.nextiva.com/blog/customer-service-statistics.html

https://www.helpscout.com/75-customer-service-facts-quotes-statistics/

Social media customer service is the practice of providing consumer support through social media websites/channels such as Facebook, Twitter, Instagram, etc. Social media customer service support is organized by a system of providing customer service support through social media platform. It is a contact channel that is rapidly growing contact channel within the entire customer service ecosystem, complementing call-based customer service. It covers support before, during and after purchases. Social media popularity improves customer relationships management because it creates an environment that makes it easier for customers to interact with companies and encourages interactions that are previously neglected from customers. Research shows that 35% of American customers post negative comments about companies on social media, and 53% post positive comments. Another statistic that surprised me was that when a customer is solving an issue on social media it is 83% cheaper than resolving it through a call center interaction.

Customer Service exist in nearly every industry and is a business crucial back. People within this field handle complaints, put out figurative fires and ensure that happy customers come back time and again. From retail jobs to waiting tables, call centers to IT support and everything in between, it is likely that you will work in a former customer service at some point in your life whether it is over the phone, email, social media, live chat, or the old fashion way of being in person. When working with customer service there are pro and cons that come with it. The pro side includes developing problem-solving skills, interpersonal skills and, opportunity for growth. Now some of the cons that come with customer service are you have a lot of responsibility, having to work irregular shifts, and lack of innovation. There are also good and bad examples of customer service. Starting with the bad, things you should do are mindlessness, one-sided value, control/direct, not connected with customer, and reduces the quality/quantity of conversation. Good things to do while being in customer service are being mindfulness, flexible to concerns, value to all participants, enhances trust/safety, and frequently challenged/improved.  The picture below is a great example of how customers react when they don’t get the proper service and when things do go their way.

Things that could be done differently with social media customer service is getting a response quicker, being transparent, knowing which social media posts should be resolved in public/private, respond to all social media feedback/questions/comments, and always respond positively. Good tips/examples for customer service on social media are setting up dedicated handle for social media customer support, find and monitor conversations relevant to your business, create social media guidelines, be proactive, expand ideas of what customer service can be, manage customers’ expectations, always respond/be quick, use right channels, and take the public conversations private.

            Although most business should have a type of customer service but some business that I could see adding/improving customer service on social media could be amazon because I had a hard time contacting someone when I had a problem that I needed to be fixed. I know DSW (designer shoe warehouse) has a great customer service platform on their app/website. I think that Walmart could also improve on their customer service in person more than on social media. The people that work there are always rude and grouchy.

In the image below pictured is a quote that I strongly agree too. This quote is so important because you can easily loose a customer from a bad experience with customer service and then can easily go complain on social media about the employee or even talk bad about the business. Especially with businesses having a shortage of workers, I always make sure to be my best and have great customer service and put the customer’s needs ahead of anything else.

4 thoughts on “Importance of Customer Service on Social Media & In Person

  1. I really like the last quote that you included. It is soo true. Working so hard to get a customer only to have a horrible customer service experience on horrible presence on the company social and then now you are down a few cusotmers. Great read!

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  2. I enjoyed your post. Just about every job I’ve had has been in customer service so I can relate to a lot of this

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  3. I liked how you were able to incorporate how customer service is all over and needs to be managed in other fields outside of social media. Adding that aspect shows just how useful customer service is for individuals as they go through life.

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