Jay Baer, a customer service expert, shares his tips on using social media as a tool to improve customer service. He insists a good answer is better than a fast answer to customer inquiries and complaints. He also shares his insights on the importance of retaining existing customers and how to deal with customers who complain. There are also ways to monitor how well you’re doing in the customer service department by reading what is written online about your company. Social customer service is extremely important if you want to prevent any bad reviews online as well as keeping your company profitable.
- Fixing a customer’s problem will earn their dedication and save the company the cost of replacing them.
- Do an “honesty audit” – make a thorough account of customer issues and questions, company response times, and gaps in service.
- Have targeted strategies for both private complaints (by phone or email) as well as public complains (on social media or review sites).
“While speed is important, the most important thing, Baer found, is that a company answers complaints and inquiries.”