The Social Customer

#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 butt...