Customer service over social is an opportunity to consolidate trust. If you fail though, customer experience may become a nightmare (also for your brand).
|Scooped by janlgordon|
I selected this article from Curatti written by Paolo Fabrizio because it shows us how to provide better customer service and improve communication on social media.
Poor customer care can spread quickly on social media.
How to Meet the Needs of Your Customers Online
An unhappy customer may not return and possibly leave negative feedback online. I agree that in order to continue to build your business you need to be attentive to issues quickly and efficiently.
Fabrizio explains how to bring up the level of your customer service and what it means to provide a negative experience.
Here's what caught my attention:
- Being late to respond to a customer request is a large problem among brands. Issues that arise should be spotted as soon as possible and preemptively fixed before turning the situation into a long waiting period.
- Admit your mistakes and be transparent. It's better to be honest rather than letting the customer down.
- Provide help without adding on fees. Additional cost is a deal breaker, especially if this is a problem with your business.
Image: Courtesy of 123rf
Read full article here: http://ow.ly/BOED3032VfW
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