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.
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.
Meet your new power team: social media managers and customer service representatives! This team of experts can drastically change how your company handles customer care on the highest level. Did you know 70% of Americans prefer going on social media for help instead of making a direct phone call? No more waiting on hold listening to elevator music. Along with rising social media usage, more companies are beginning to take action. In fact, so much so, budgets for social media managers are growing to meet the demand. Clearly, your power team of social media and customer service is then able to respond to the good, the bad and the very, very loud complaints.
While price will likely be a decision-making factor for consumers, customer care is quickly climbing the ranks. Providing customer service alone isn’t enough. For one, customer service is reactive and the connected consumer expects a rewarding experience at every turn. Secondly, customer care efforts must be proactive to create a loyal customer base. Here’s how to make customer support a top priority and futureproof your brand or business.
It may be time to outsource social customer care. Many companies can’t keep up with social media customer care requests. Or they’re not able to fulfill the online customer service needs they get on a daily basis — even if they’re all positive. Or perhaps you just don’t know the difference between social customer care and social customer service. If this is you, keep reading!