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TOP 10 STEPS IN DELIVERING EXCELLENT SOCIAL CUSTOMER SERVICE

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#1
 Always respond to customers as 80% of complaints go unanswered. This gets customers angry and vent to their followers.
#2
Develop the habit of using the tag feature and dealing with top priority situations first and quickly.

#3
Respond to complaints quickly, often within 1 hour as 50% of social customers expect a response within the first hour.

#4
Be friendly, use the customer’s name and use positive words only. This will communicate willingness to help and correct a mistake.

#5
Encourage the customer to respond when satisfied with the service recovery options or solution. Rectification and customer satisfaction should be shared or retweeted to communicate a positive image and customer centricity of your brand.

#6
When the customers seems upset and irrational, go via DM, making your conversation private for brand and customer protection.

#7
Monitor social media for both positive and negative brand mentions for immediate resolution or buttress your positive image to your customers.

#8
Encourage comments/ opinions on a regular basis from your followers as a way to identify how many followers are your customers and how you can convert followership to patronage.

#9
Avoid confrontation with trolls and do not just apologize to complaining customers. You must proffer a solution to the customer for customer validation via same platform. Customers tend to spend 30 – 50% more after service issues are resolved efficiently.

#10
Use social media analytics to track engagement and response time to enquiries, complaints and other types of responses.



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