Customer service as a whole is not a new subject for me, for the past 4 years of my life, I’ve been a cashier at 2 different jobs: Walgreens and Shopko. I know that the customer service I will be writing about today will touch more on the online aspect but here’s the thing in person or not people are people. I’ll most likely dive into key examples of my experiences of service online and why I chose help gurus, stick to the end if you wanna hear a funny story about that.
Something major always to remember, if you’re associating with a customer you are representing that brand or company not just yourself unless you are the brand then that’s a whole different story. Sometimes putting yourself in someone else’s shoes can be tricky especially if you have to speak for someone else. Social media service would be best described as offering support to others through social channels used by you.
One main thing to remember is to handle complaints or concerns from anyone on social media as fast as possible is the best thing to do. If we dive more into this we have to remember that what is one thing we as a person or company should always cut at the source if we can… “word of mouth.” That is something so dangerous if it is negative towards something you are passionate about or put time into. It’s best to clear up a misunderstanding or a bad idea from a post quickly to show other commenters the same response if it is thought the same by many.
When it comes to examples I’d love to talk about the queen herself Wendy’s. Wendy’s has absolutely dominated other companies when it comes to responding on social media, when something is said badly about them or the marketing team sees an opportunity they will hop on there with no doubt. I once saw Wendy’s reply to a customer saying that another restaurant was better which is negative word of mouth but not in the worst form their reply was brilliant.
Now a better example without the jokes would be to be honest and understanding to all customers, everyone wants the nicest things and the best so to ensure your product is seen that way your customer service has to keep up with complaints and questions all the time. Sounding empathetic will work half the time and showing that there is a solution could almost fix the other half. When thinking of customer service, respect and kindness go a long way, seems easy enough right except for the fact that sometimes that alone can’t help but especially in a social setting like media it will be shown that one is cared for and given attention no matter how small.
Bad customer service has many ways to be perceived. It is shown by not being appreciated, no attention given, and complete rudeness. Appreciation is almost seen as common sense to some but when it comes down to it, being able to show appreciation online is hard. An example of not showing appreciation would be someone saying “Hey I loved your video, great job.” in a comment section somewhere and the owner of the content ignoring it missing the potential for a relationship to form.
The bad example was done by me when I first started on youtube. I still look back at it to this day wondering why I thought I was above a simple thank you. What I should have done differently was to have responded the second I saw it. I saw it got notified I just gave it no thought. I showed a lack of appreciation for something I cared for and gave it no attention. The opportunity to have a relationship with that person is gone and I can’t be a customer to my new merch that dropped last march 2020 or even just a friend. Dealing with other people’s hate is something I struggle to do sometimes, so I learned how to become better instead of getting frustrated at others online.
A business I could see adding customer service is my family’s business MH Painting. We’ve done everything, made the website, made a social media account to post our last jobs, and even got our own domain name. When it comes to customer service we have none. No one responds to comments or shows interest in what is said about the work; it is just ignored completely. Getting even just one person to check on it a day would make us look so much better and friendly while also growing the opportunity for relationships.
Every business should strive for great social media service and every person should be kind to everyone else. The online world isn’t a completely separate world, it’s just another part of the real world. The reason I called this the help gurus was because in customer service at my Walgreens position I would refer to our team as the help gurus since no one liked being called just a cashier. Customer service is just an extension of help, always speaking your mind knowing getting your choice out there is the first step to a good experience.
Eagle Social 
I have always thought the hardest part of customer service is to control my face. Every job has customers both internal and external. We all want to be treated nicely. Sadly, in 2021, a “Be Kind” sign needs to be on most counters.
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