Customer Service as a Social Media Marketing Tool

Do you remember the days when they used to say “please a customer and they’ll tell two people; annoy a customer and they’ll tell 20”?

Nowadays, it’s more like 20,000 or more. That brings a whole new perspective to the importance of customer service!

It would be great if we could say that every business should be able to operate without ever ticking off a customer, but I really don’t think that’s the reality (except for you and me, of course). But, one of the great things about social media is it gives you the chance to hear what people are saying about you and react.

And your reaction is the key. Here’s my handy five-point plan for reacting to customer complaints:

1) Be vigilant, so you find the complaints in the first place
2) Respond immediately
3) Acknowledge that there is a problem, rather than reacting defensively
4) Don’t just promise to ‘look into it’. Take real, concrete action
5) Go above and beyond in making amends

Because when you deal with a dissatisfied customer quickly and by treating them exceptionally well, chances are they will become a very vocal advocate for you.

I hope this won’t happen often to you, but when it does, it’s nice to be able to turn it around.

Post comment

Contact Wendy!

[contact-form 2 "support form"]

copywriting services in calgary
copywriting services in calgary
calgary copywriting

Testimonials

“Wendy did wonderful work on my brochure. My old one was full of mixed messages; a “scattergun” approach born of the hope that maybe one point would hit home with the reader. The general impression was unfocussed and dilute. Her clever work honed the points in the message, targeted my key market, and communicated it all with convincing clarity. I’m delighted – thanks, Wendy!”

Diane Henders
Bright Ideas Personalized Learning
Read more››