Written by Dennis Stoutenburgh
It is 6-7 times more costly to acquire a new customer than it is to retain an existing customer.
The real value behind customer service is essentially treating others how you wish to be treated. It’s that simple, yet for some business owners this basic principle doesn’t come naturally.
Customer service representatives carry to responsibility give customers a positive first and last impression on behalf of a brand. It’s crucial for representatives to be consistent and provide a solution.
Below is a list of 4 necessary tips to follow for providing exceptional social media customer service:
- You have them at hello!From the moment the customer hears the representative’s voice, the tone, attitude and direction of the conversation is being established. Simply put, the most inspiring leadership is by example. If you are positive, calls are more likely be so as well.
- Listen. The best salespeople spend more of their time listening, not talking. In this digital age, brands are listening online as well. Ask open-ended questions, and use keywords to search and identify customers or potential customers who need your assistance. Once you’ve heard them out, hone in on providing a solution. If their inquiry wasn’t at the point of a sale, don’t press further – maintain positive composure and keep listening. Every sale involves a re-approach!
- Customer appreciation is key. An important part of customer retention is communication. Take lead from Zappos, a brand with award-winning customer service, by giving customers upbeat, creative and speedy responses whether it’s a follow up phone call or via social media. In fact, 33 percent of customers would rather contact a company through social media than by tele phone – use this stat to your advantage and expand upon your social media customer service.
- Expect the problems– provide the solution! It’s not unusual for products or services to go wrong, or for customers to misunderstand company policies. The best way to handle the problem is to be prepared with a solution. It’s a powerful customer service boost when a representative can provide answers across a venue of issues in the same conversation ensures. This type of response speaks volumes for the brand’s customer service team at large, and ensures customers that agents are knowledgeable and capable of taking care of issues now and in the future. Furthermore, it instills customer loyalty when representatives take action to resolve and prevent issues from happening again in the future.
When customers are in need, be prepared to listen and identify the issues, be positive, let customers know they’re appreciated, and answer calls or social media inquiries with prompt and solutions-driven responses. To learn more on how to generate positive customer experiences and begin implementing a higher level of social media customer services, visit stratuscontactsolutions.com/services.
It costs 6–7 times more to acquire a new customer than retain an existing one – Bain & Company.
33 percent of customers would rather contact a company through social media (infographic/article) –http://stratuscontactsolutions.com/3-key-performance-strategies-socialmedia-customer-service/.