Thursday, September 14, 2017
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Monday, July 17, 2017
Engaging Difficult Customers On Social media
In 300 words or less, what are some of the pitfalls of engaging difficult customers on social media platforms?
Customers today expect companies to be able to communicate with them on any number of channels whether it may be the companies’ Help Desk, email, telephone and social media. When a customer uses social media to engage a business in what would normally be a customer service issue, all kinds of problems can arise that may range from embarrassing to damaging.
For decades, the traditional route of handling customer inquiries, concerns and complaints has been through a website chat, helpdesk system or email. There are actually only a few reasons why a customer would engage a business about a customer service issue on a social media channel.
It may be the customer thinks that’s normal, the customer may be deliberately trying to damage the business, or the customer is confused and truly doesn’t know where to turn for help.
Businesses have to be clear with customers where to turn for assistance. According to the text book Emarketing (Quirk) businesses need to have a plan for when a customer does engage the business about a customer service issue on social media.
Social media makes it easy for people to share content. Comments from a customer that are negative can be amplified or escape from the social channel. Even if the customer doesn’t have malice towards the business, any comments made with out the proper context can be completely misunderstood by readers of the comment who have very little knowledge of what is going on.
Depending on how acrimonious the tone of the customer comments are, readers of the comments can start to side with the customer who in actuality may be an attacker and knows full well that what they write can damage the business.
Therefore it is imperative that the customer be guided back with a tactfully worded request to a phone call or an email or even a visit from the CEO him/herself. The business would need to learn from this and take the steps needed to make sure it doesn’t happen again.
First seen at : https://hughwaters.wordpress.com/2017/01/25/engaging-difficult-customers-on-social-media/
Customers today expect companies to be able to communicate with them on any number of channels whether it may be the companies’ Help Desk, email, telephone and social media. When a customer uses social media to engage a business in what would normally be a customer service issue, all kinds of problems can arise that may range from embarrassing to damaging.
For decades, the traditional route of handling customer inquiries, concerns and complaints has been through a website chat, helpdesk system or email. There are actually only a few reasons why a customer would engage a business about a customer service issue on a social media channel.
It may be the customer thinks that’s normal, the customer may be deliberately trying to damage the business, or the customer is confused and truly doesn’t know where to turn for help.
Businesses have to be clear with customers where to turn for assistance. According to the text book Emarketing (Quirk) businesses need to have a plan for when a customer does engage the business about a customer service issue on social media.
Social media makes it easy for people to share content. Comments from a customer that are negative can be amplified or escape from the social channel. Even if the customer doesn’t have malice towards the business, any comments made with out the proper context can be completely misunderstood by readers of the comment who have very little knowledge of what is going on.
Depending on how acrimonious the tone of the customer comments are, readers of the comments can start to side with the customer who in actuality may be an attacker and knows full well that what they write can damage the business.
Therefore it is imperative that the customer be guided back with a tactfully worded request to a phone call or an email or even a visit from the CEO him/herself. The business would need to learn from this and take the steps needed to make sure it doesn’t happen again.
First seen at : https://hughwaters.wordpress.com/2017/01/25/engaging-difficult-customers-on-social-media/
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