As some of you might know, I am getting ready to tie the knot in May. Thanks to this, I have been dealing with many different companies and the services and products they provide. Over the last few weeks, I have found myself in a tough position due to some mistakes by the company who is providing my bridesmaid dresses. If you know me personally, or follow me on Twitter, you may know who this company is, but since the mistakes have since been corrected, I am not going to give them anymore hell by mentioning them here. However, this doesn’t mean that there aren’t some social media customer service lessons to be learned, especially for higher education!
I feel like some companies forget that social media is just another channel for customer service, and a very important one at that. There are a lots of followers with all eyes on the conversation. Here are some tips to help make the conversation go as smoothly as possible!
Something I learned back when I was a waitress is to always listen to the entire problem being told to you. Many times, you think that you know what the problem will be, when in reality, the problem is something completely different. Make sure you solve the problems being voiced to you over social media by reading the entire problem, and even reaching out for more information if necessary.
Sorry Goes a Long Way
Apologize for the situation, no matter how large or small. You would be surprised how far the simple words, “I’m sorry,” go. It shows you understand their problem, and you are invested in assisting them find a solution.
No One Cares About the Processes
In every organization, there are processes to handle problems, there has to be. However, your customers do not care what your processes are. All they want is for you to listen to their problem and to fix it. Your answer to their problem should never be, “The ‘blank’ department is responsible for that, not me.” Rather, find out what needs to be done, and help fix the problem. This also applies to blame, it’s easy to blame someone else for the problem, but again, your customers don’t care about who made the mistake. They care that you fix it, and it is your job to take responsibility for finding a solution as a representative of your organization.
Make it Your Mission
It’s easy to pass off a complaint to someone else, but a customer doesn’t want to go through the shuffle of being passed from office to office. Make it your mission to help this customer get a resolution. Pick up the phone and find a specific person to help the situation. Ensure they contact the customer, and that a solution is reached.