From the course: Essential Skills for Social Media Managers
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Provide customer service on social media
From the course: Essential Skills for Social Media Managers
Provide customer service on social media
- The other side of community management is customer service. Known as social customer care, solving your customer problems via Twitter, WhatsApp and elsewhere can help you react more quickly and earn recognition for your efforts to improve customer satisfaction. Big companies will often have customer service specialists train to use social media for this specific purpose, like T-Mobile does. But, most companies with fewer resources rely on their social media managers for this responsibility depending on the number of customer service inquiries they receive. Ultimately the foundational elements of effective customer service apply here. Respond in a timely manner, empathize with the customer, apologize when appropriate and resolve their problem with limited effort required on the customer's part. There is three guidelines unique to social customer care though. One, is that there is an expectation and an opportunity for…
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