Leah K. Williams, Author at B Squared Media

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Leah is a Junior Account Manager for B Squared Media, a role that involves content creation and curation, customer service, reputation management and more. Leah is a writer at her core and holds a bachelor's degree in digital journalism from Endicott College. When she's not writing you can find her adventuring in Maine with her husband and two rescue pups, Han Solo and Maya.

How To De-Escalate An Angry Customer Over Social

October 16, 2019Leah K. WilliamsCustomer Management, Customer ServiceNo Comments

In the world of customer service, angry customers are inevitable. As companies develop social media customer service plans the need for making sure their employees know how to de-escalate angry customers over social is vital. Communicating through written words is a whole different ball game from speaking to someone over the phone. The anonymity that comes with communication over the internet can also cause some to take their frustrations out on the person behind the screen. You can help your customer service team navigate these sticky situations with angry customers by providing them with specific techniques. Read on for our guide to de-escalating angry customers over social.

How To Be A Good Customer On Social Media

September 25, 2019Leah K. WilliamsCustomer Care, Customer ServiceNo Comments

More and more people are turning to social media to address customer service needs, but not everyone knows how to be a good customer on social. As someone with experience in social media customer service, I’ve serviced a variety of different concerns and people. While some are grateful for quick responses, the truth is the blanket of anonymity that social lends to users can lead customers to go no holds barred when interacting with customer service representatives online. While they can cause big headaches, customers who use social media as an outlet to lash out on a brand don’t always get what they want. Here’s why learning how to be a good customer on social can lead to a positive customer service experience.