In today’s environment, it is important to be able to use social media, especially Twitter, to respond to customer service issues and build relationships with their customers. Four tips for using Twitter for customer service include: creating a team dedicated to solving customer service issues on social media in general or Twitter in particular in order to avoid breaching social etiquette or handling issues inappropriately. Second, it is important to create a specific policy for how the customer service team will respond to tweets from customers. Third, because of the level of exposure on Twitter, it is important to be transparent and avoid trying to deceive a customer in any way. Lastly, using Twitter’s direct messaging tool can help resolve problems more quickly and smoothly by avoiding the character limit of Tweets. To show anyone watching that they company is responding, @reply to any Twitter mention containing a complaint and let the user know that the company will be direct messaging them to address any issues. These tips will help companies use Twitter as a powerful customer service tool.
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