Mar
14
Modified for Walkers and Runners
Posted by: Junie Wu | March 14, 2011 | Leave a Comment
In the “5 Tips for Improving Your Social Customer Service,” it talks about how social media allows for customers to take control and force businesses to help on customers’ own terms. Social support is an opportunity to maintain engagement and stay on top of potentially damaging talk.
1. Everyone should be considered to have the same priority. Even if someone has a high Klout score, these people should be helped, “but not at the expense of helping others.”
2. Ensure the listening tool is able to notify you of any information quickly and completely so that you may be able to act easily.
3. Make sure all employees are on the same page regardless of what department or office they are in. You should all work from the same customer record.
4. You will need to collaborate internally quickly by setting up the proper tools and process to facilitate this.
5. Keep in mind; this is a highly regulated industry. Therefore, you must know when it is appropriate to continue the conversation publically or switch to a private one. Nonetheless, be sure to maintain excellence in either way.
I feel these tips are better suited for a company that is at the “flight” stage of their online presence and social media. A small company would not be able to commit to these steps because it simply would not have the resources. Therefore, to make this more adaptable to the “walk and run” stages, this list should be used as boundaries and overall guidance.
Step 2 and 3 would require a company to invest in a new CRM and is likely to be very expensive. What a small company could do instead of this is to dedicate an hour a day to review the areas online (that contains talk about your company) and to offer support when needed.