Social Customer Care: How to Make Everyone Feel Important
We all know the importance of customer service. We have to be there to answer questions, fix problems, and give feedback-- but what about our customers? What if they're not technical or don't feel like solving their own problem or talking with you on the phone? How can we help them? Social media is more than just a communication tool. It's an extension of your brand, your voice and the way you connect with customers.
This blog post will teach you how to make everyone feel important by using social media as your customer care platform.
Together we’ll discuss:
1. The Importance of Customer Service
2. Why It's Important to Make Customers Feel Valued
3. What Makes a Good Customer Service Representative
4. How to Handle Angry or Difficult Customers Properly
5. Using social media to be quick and nimble
1. The Importance of Customer Service
A lot of people don't realize that customer service is just as important to a company's success as the product it offers. Some people might think that customer service isn't a big deal and can be outsourced or ignored, but this couldn't be further from the truth. Customer service is invaluable in creating lasting relationships with customers and turning them into loyal fans who will purchase your products again and again.
There are many aspects to good customer service, like being friendly on social media or following up after an order has been placed. But there are also some more subtle things you should do such as: keep your website updated, respond quickly to inquiries, make sure employees have all the information they need so they can help customers effectively to ensure issues can be resolved swiftly.
2. Why It's Important to Make Customers Feel Valued
Marketing is not just about getting people to buy your product. It's about making them feel valued. Here are five ways to do that, and make sure you're doing all of these before you start any marketing campaign: 1) Personalize the experience with their name; 2) Give them a freebie on their birthday or other special event; 3) Send a personalized email thanking them for buying from you; 4) Make customer service available 24/7 (even if it's just by phone); 5) Ask for feedback after every purchase. The more personal the better!
3. What Makes a Good Customer Service Representative
With the birth of online shopping and social media, customer service has become a more important aspect of business. Whether it's over email or phone, your customers want to feel heard and cared for. We're here to help you turn those frustrated customers into loyal ones.
A good customer service representative:
1. Is always happy to help
2. Has a positive attitude and are never rude or condescending
3. Is knowledgeable about the company they work for
4. Knows how to prioritize tasks so that customers don't wait too long for their needs to be met
5.Can handle difficult situations in an appropriate manner while still maintaining a calm, friendly tone of voice
6.Knows how to apologize when something goes wrong and will do what it takes to make amends with the customer, even if it means giving them discounts or free products
4. How to Handle Angry or Difficult Customers Properly
If you're a marketer, it's likely that at some point in your career you'll have to deal with angry customers. It's important not to let their emotions get the better of you and to respond with professionalism. The tips below will help you handle difficult customers like a pro - even if they are yelling at you!
1) Listen attentively and acknowledge their feelings “I understand how frustrating this must be for you” or "It sounds like this is really upsetting for you" can go a long way toward calming an irate customer. 2) Ask questions about what they want from the company: What would make them happy? Is there anything we can do now? 3) Be empathetic without being defensive
5. Using social media to be quick and nimble
Customer care is a full time job. As social media continues to grow, so does the demand for customer service. We developed our Stampede Social product for Instagram in order to help companies monitor their posts more efficiently by adding sentiment analysis that allows them to respond quickly without missing any comments as they come in. Want your company to stay on top of things? Check out what we have going on with this new technology!
We hope we’ve given you a lot of great ideas for how to make your customers feel special and appreciated. Now go out there and implement these strategies so that everyone feels like they are the most important person in the world! We want to help you do this, too. Contact us today if you need any more information on Stampede Social or social media marketing strategy- we can't wait to hear from you!
Stampede Social is the only social engagement tool that gives brands and agencies meaningful, manageable, and insightful experiences on Instagram. To learn more, contact us for a demo at info@stampede.social
