Social Customer Service Tips

Below are a few things I like to keep in mind when managing customer service on social. Have any more to add?

• Recognize in a timely manner. Even if you are unable to quickly answer someone’s question or concern, make sure you at least say you’ll get back to them. This way, they know they’ve been heard and will, hopefully, stay patient.

• Find a solution. After letting the customer know you’ve heard them, now it’s time to find a solution for them. Act as their partner, rather than someone behind the glass. Asking questions is a good thing, but try to think of all the questions that will give you the right information you’ll need rather than going back and forth. This will save you both time.

• Take it offline. If the conversation is becoming heated or is taking to many back-and-forth public messages, take it offline. Your community will be happy you did as this could cannibalize message streams. Once they’ve received the necessary information, think about posting to the message stream where the convo all started so that other community members can benefit and see a resolution. 

• Compensate. Prepare an arsenal of treats. Ask your manager if you can give out coupons codes, free samples/products, etc. when necessary. Of course, these should only be used in the right situation. So, put together a document outlining when it’s deemed appropriate.

• Record. Remember to track these customer questions and issues so you can determine trends, prepare FAQs, social content, etc. This tracking will also help every team in the organization. For example, if there’s a functionality that’s causing customers grief, you can send this trend over to the developers so they can improve the product. 

Fashion Industry Looks To Customer Service For Bailout

Customer service is the springboard for successful public relations and marketing strategies. Anyone can act as the “customer.” Whether someone is a fashionista shopping for the newest pair of Manolos or a journalist shopping for a captivating story. Building and maintaining good relationships is key to public relations.

Nordstrom is probably the best example of placing customer service at the forefront of their business model. They even have their own urban legend about someone returning a set of tires!

During the current economy, department stores are slashing prices and high-end labels are creating lower priced lines. Now, luxury boutique stores are even throwing away their snooty image and starting to place importance on customer service.

Ray A. Smith at the Wall Street Journal explains, “as the luxury goods industry suffers a massive slump in sales – many sales clerks at designer stores who were famously haughty and patronizing suddenly have changed their styles.”

Smith also reports that “some [stores] do acknowledge that they’ve instructed their sales clerks to be less abrupt, spend more time with customers and refrain from being pushy. At Neiman Marcus, sales associates are being encouraged to be “more patient” with customers. “We have seen that customers are more anxious and there is some concern out there,” says Ginger Reeder, a spokeswoman for Neiman Marcus. “So it behooves all of us to remember to be a little more patient.”

If you care about your customer, the customer will care about you and keep your brand secure. As I have said before, in a time of recession, consumers are looking for brands they trust. They want to know that the companies are looking out for them and have their best interest at heart. Fashion brands will gain and retain business while setting themselves apart once they place more importance on customer service.