“Hello, thank you for calling customer service, how can I help you?
This is a phrase that I’m sure most of us have heard at least once in our lifetime. It is a common phrase for customer service and often one we dread simply because we have to talk to customer service. At least in my experience most people don’t like talking to customer support, I know I don’t. If you’re calling over the phone it can be hard to understand what the other person is saying and online chats are often not even between real people and even when they are it can be hard to get your point across clearly. These reasons among others make dealing with customer service just plain unenjoyable, but it shouldn’t be this way!
Having good customer service throughout your social media channels is a great way to engage with your consumers. businessnewsdaily.com has an article talking about how to have great customer service on your social media platforms. One of their points is “build relationships in a timely manner.” This is a super important factor in how people perceive your company and can have an impact on not only whether people will utilize your services, but if they will speak highly of your company to other people. Ways to implement relationships in this manner can be as simple as replying to a comment, DM, or tweet with a positive tone. It shows that you are engaged and want to hear what your customers are saying. For this to have the benefit you want however, you need to do it in a timely fashion or it can come across as insincere. As stated by Convince & convert, 42% of consumers expect a response to a complaint on social media within 60 minutes.
Something else businessnewsdaily.com mentioned in their article was being responsive. This point can piggy back off of building relationships with your customers. Simply responding to a customer is only a small part of what being responsive truly is; it has lots to do with the way you respond and the tone you set with your response. When responding, really listen and take note of what is being conveyed to you and let that guide your response. Nobody likes a company that promotes its own agenda regardless of what was needing to be addressed. On the other side you might think it to be easier to leave the repeated, difficult, or “annoying” questions and comments un-addressed, but no response is still a response and does not portray a good tone to your customers.
“Whether it’s an angry comment or a positive comment, people love being acknowledged and heard,”Patton-Carson
Recently I have been looking for a new computer and have been to several different places to compare prices and get more information on what would be best for me. The first place I went to was Best Buy. the customer service I had there was pretty good but nothing that made me say “Wow I really feel valued by Best Buy”. I was showed the computers and all of my questions were answered but nothing seemed to be tailored to me specifically, and the employee seemed slightly distant. The second place I went to was Camera Corner, a local business near me. Before I went to the store I called to see if they had what I was looking for, the gentleman I had on the phone was very attentive, and truly had me and my needs in mind when suggesting computers for me to check out. When I went to the store every person I came into contact with was friendly and attentive and the guy that spoke to me on the phone immediately knew who I was and even remembered our entire conversation on the phone. He was patient with my indecisiveness and truly cared more that I found the right fit for me over me spending more money. In the end I think it is pretty obvious where I ended up buying my computer from, and this isn’t by coincidence. Although Best Buy had pretty good customer service, Camera corner went above and beyond and ultimately got my money and my loyalty.
In conclusion, customer service plays a huge part in the way someone views your company and the accessibility of social media makes it even easier for us to have great customer service. both the way you respond to someone and the amount of time it takes you to do so impacts the way someone feels about your company. Because of this Customer service should be a top priority when it comes to how we run our businesses, as well as our social media platforms.