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.
I’ll let you in on a little secret: DIY social media marketing is not productive. You may be doing a great job. But you also may be wasting time (or money!). In short, we business owners are often too busy to realize that self-service jobs are likely stealing from our bottom line (rather than saving us money). Here are the reasons your DIY social media marketing may be costing you.
Looking for a social media agency to ensure you’ve constantly got something smart to say online? Congratulations! Outsourcing your social media to someone else is often a shrewd move. However, I can tell you from experience that unless you do your homework when interviewing and hiring a social media agency, you might end up with a giant horror story on your hands. Lucky for you, we’ve got the hard-hitting questions needed to hire the RIGHT social media agency for your business.