The importance of Customer Service.

Customer service is something we all have experienced. Whether that be online, in person, receiving customer service, or giving customer service. We all tend to have some sort of expectation for the service we receive, varying from business to business we may expect more or less of it. Nevertheless, Good and bad customer service exist, and we may have fallen into a situation that led to one or the other. When it comes to customer service on social media platforms it may feel a little difficult to communicate. When we are not face to face discussing an issue, words can get misinterpreted and lead to an upset customer or employee.

Old Spice did respond to this tweet, but the response was a little delayed. If you look at the top tweet you can see it was posted on June 9th and Old Spice responded days later. After the delayed response the upset customer called the provided number and still had to wait to get on the phone with a person. This is a good example of bad customer service on social media. Although some bad experiences with a company won’t hurt impact the company in a huge way, this tweet alone could turn people away from using the product mentioned. This company could’ve lost potential sales and customers because this conversation was public for anyone to view at their fingertips. Making sure your business has good customer service is crucial. If not implemented early on this can ruin reputation for the business.  “If your business is online, a bad customer service experience can cause serious damage to your reputation. Angry customers often take to their keyboards and vent their frustrations online – be it in the form of a negative review, an irate tweet on Twitter, or something else. In fact, customers are more likely to leave a review after a negative experience than a positive one.” (ThinkSecureNet.com)

On the other hand, good customer service is something I think all businesses with an online presence strive for. Good customer service online can be many things like, quick responses, kind and helpful responses, and clear messaging that doesn’t leave the customer confused.

Even when something does go wrong it’s important for customer service to be good because customers will most likely forgive you for whatever may have went wrong. “If you provide good customer service, you can convince customers to return, even if something didn’t go as they expected. Salesforce found that 78 percent of consumers will do business with a brand again after a mistake is made if the customer service is excellent.” (Qualtrics.com)

The picture above shows that these companies have an account dedicated to helping customers having issues with their products. This is a really great way to connect with customers. These separate support accounts give customers clarity on where to contact over twitter. Not only does it give customers clarity but response times will be quicker since the company has a dedicated team to work on these twitter accounts.

“It takes months to find a customer…seconds to lose one.” 

– Vince Lombardi, former American football player, coach, and National Football League Executive.

Response time is very important when it comes to customer service. This time can determine whether you customer will have a positive or negative experience with the business. With the use of social media this gives customers the chance to voice their opinion on any business or product. Businesses need to be aware of their actions with the outlet of social media, it could be used as weapon against the business.

For example, In a TikTok video posted earlier this year, a woman finds a piece of metal inside a Tampax tampon. This caused lots of concern for viewers and people started making the decision to stop using those product or brand altogether. This led to the brand Procter & Gamble giving this statement:

“Thank you for reaching out with your questions and appreciate the opportunity to respond. We are aware of the TikTok video and have looked into the matter. We want to reassure you this was an isolated issue. This was a sample from our quality control process that was inadvertently gifted to a US consumer by an employee. Quality control samples are not sold to consumers.”entrepreneur.com

This situation was scary for women who use this brand, but Procter & Gamble made the right decision to come out with a statement and reassure worried customers.

Overall, Good and bad customer service exist online and in real life. It’s important for companies to prioritize the types of service being given to customers. On social media, everyone is able to view these conversations so it’s important for brands to take on a professional and attentive attitude.

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