We've all been there. A bad experience makes everything seem a lot less shiny, and can leave consumers chomping at the bit for redemption or at most acknowledgement that what they experienced wasn't ok. In today's episode, Deanna & Nate discuss what they've seen work and what they seen simply nose dive with failure in terms of businesses maximizing their customer service!
Things Nate & Deanna recommend thinking about when you're making choices about how to utilize your social media channels for customer service:
- What is your current audience expectation for social customer attention?
- Develop a plan around your customer base expectations and add it to your training manual or process and procedures for all employees.
- Write scripts and dialogues that team members can use and store them in places like Evernote or Dropbox for easy mobile access.
- Avoid sparking issues with avoiding public conversations. Negative reviews can be a wonderful way to showcase your professionalism and create raving fans!
- Audit customer relationship interactions on the regular to update and manage how you respond and react (and sing lyrics to the song).
Links Mentioned in Podcast
The Social Life Hosts
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Deanna L. Miller
Partner & Marketing Director -
Nathan Imhoff
Partner & Creative Director
