Your customers are an integral part of your business. Without them, your company wouldn’t thrive or even exist. When you’re providing customer service, maintain this mindset in order to assist yourself in delivering a helpful experience. Here are three ways to ensure that your customer service gets a five-star rating:
Where there’s a comment, there’s always a response. No matter what type of comment someone leaves – be it positive or negative – always write something back. This signals to your customers that you’re attentive and truly care about their input, which, in turn, strengthens the bond between brand and customer. If your audience knows that you’re willing to go above and beyond for them, listen to what they have to say, and help them with any problems, then you’ll have a much better chance at growing your community and reputation.
If you have multiple social channels, be sure to check them every day for new comments/customer service inquiries. This is a safe way to never miss a beat and allows you to keep tabs on your growing community.
Inevitably, your business will experience negative comments at some point in time. Whether a customer is upset about your product or has issues with their order, you’re bound to encounter a few bumps in the road. When this does happen, always respond. Not responding to a negative comment is the equivalent of your friend telling you why she’s upset with you and all you do is walk away.
Take a moment to shift your perspective and think about what your customer is going through. Keep a clear and thoughtful mind when you’re engaging with a turbulent customer. Talk to them from the point of empathy and do everything you can to resolve their problem. While it may be frustrating to deal with, always remember that this is someone who has either purchased from you or could purchase from you, and you hold the power to make or break their decision.
Tone of Voice
The art of online customer service involves written nuances. From the type of words that you use to the type of punctuation and emojis, there are varying factors that dictate what your tone of voice is with your audience. No matter what type of business you have, always be sure to demonstrate a supportive and positive tone of voice for your customer service. Use phrases such as, “thank you so much for reaching out!” and “we appreciate your patience” to reassure the customer that you acknowledge what’s happening and you’re here to help.
Once you’ve mastered your customer service routine, check out how to continue increasing engagement amongst your Facebook audience!