It disturbs me that some companies are putting folk ‘in charge’ of Twitter and Facebook without a fully written strategy or guidelines. It also disturbs me that customer facing social accounts are not being treated as such.
I would like to reiterate that, if you are a B2C business with a service on offer or a product to sell your social media accounts will become more and more important as far as customer service. Give each conversation the time it deserves imagine that person is in front of you and stick to the following:
Answer each query with respect.
Why? This could be a potential customer. This could be a new friend! This could be someone that will help you in ways you have never even thought of. Its also the way you should treat everybody.
Generate a two way conversation.
Creating a conversation allows many things. It allows you to get to know the person you are speaking to. An insight into their lives, needs etc. It enables you to understand things about that person that you wouldn’t necessarily know before. Trust starts to build, both parties gain. Forgotten how to have a conversation? Read this.
Always come across with humility, authenticity and be happy, open, honest and helpful.
This goes without saying right? No. You would be surprised how many of my clients come across rudely. Stop, re-read what you have written and ask yourself, would I be happy if I received this?
Establish a relationship with your new potential customer.
Open dialogues that allow both parties to come back at each other for a reason or two is success. You want to make a ‘fan’ out of this person or learn perhaps why they wouldn’t want to ‘fan’ you to understand your demographic fully.
Ask them if there is anything you can do to make their life easier.
Im not going to explain this one.
Always put your customer in a place of choice.
It’s up to them, it’s their choice, you are merely a messenger. Someone who is truthfully and transparently passing on information and helpful advice about your company. You haven’t yet, got something they want, so don’t act like you have.