4 LESSONS IN SOCIAL MEDIA CUSTOMER SERVICE
How often do you feel big brands are really listening to you? Most of the time if we even get a response it feels like a mindless interaction with some corporate robot zombie. Of course as customers, we generally take to social to air some grievance or complaint. Companies will shy away from this but for the keen customer service representative, there are opportunities to help your brand shine.
1. Be Fun
As we said, a lot of the time you are dealing with stressed or upset customers. You know what can help diffuse some tension? Humor! I think air travel is one of the most heated service arenas to be in and a lot of things can go wrong. It is refreshing to see signs of a real human on the line – see how this Jet Blue rep engages in some witty banter. How does it make you feel about them as a brand?
2. Be Fun & Smart
This is where the cream rises to the top. Having a truly engaged and competent team in your social media response team really lets your customers know you care. Sainsbury’s however really showed their chops when this classic interaction on Twitter showed us all what to aspire to. Read the whole punny interaction here.
3. Be Fun, Smart & Bold
We want to support brands will balls. Wishy-washy isn’t good enough anymore, but this requires you really know your brand and your audience. There is a time and a place for companies to get involved in matters of politics and social issues, but they are few and far between. This stand out retort from someone at Campbell’s soup really shows how to do it.
4. Be Fun, Smart, Bold & Brilliant
This is a legendary tale of how to seize an opportunity and give an influencer a reason to shout about your brand. Peter Shankman told his 175k followers and tells this story at every conference he speaks at. The ROI on this brilliant move by the Mortons brand is the ultimate example of social media customer service done right.
Take-Aways?
Look, we know you cannot show up at an airport for every customer who asks for something. But you can show up for them online and on social media , with personable, attentive customer service.
Is your business being fun, smart, bold and brilliant, for your customers? Click Here to Contact Our Team & We, Will Show, You How!
Ashley C
Nice one!