Twitter Chat: Customer Service in the Age of Social Media - Transcript & Summary

Q1) Many businesses neglect to respond to their customers on social media. Why do you think this is the case? #SocialROI pic.twitter.com/XVPlKgzt1e
— ManageFlitter (@ManageFlitter) May 23, 2017

Guest Answers

@ManageFlitter A1. 3 reasons: the role isn't defined; the volume is too great; or the company doesn't see every interaction as an opportunity. #SocialROI
— Jay Baer (@jaybaer) May 23, 2017

Other Answers

@ManageFlitter @jaybaer A1. Because most businesses are only broadcasting their products and services. They are not interacting on social media #socialroi
— Cheval John (@chevd80) May 23, 2017

@ManageFlitter @jaybaer A1: the company must not see the value in SM…or not care about their social reputation. #socialroi
— Dave Zoradi (@davezoradi) May 23, 2017

@ManageFlitter @jaybaer A1) Many still feel #socialmedia is a push, not a 2 way conversation. Others succumb 2 the pressure to always be "on". Both bad. #socialroi
— Fred Faulkner IV (@FredFaulknerIV) May 23, 2017

A1 – They don’t make it part of a daily process to monitor social mentions and / or don’t have tools in place. #SocialRoi https://t.co/TGgPTiH0Ml
— Kevin Garber (@Ke_Ga) May 23, 2017

A3 Businesses don't always back up social media proclamations with social media follow up, still stuck in old school. #SocialROI
— Jim Katzaman (@JKatzaman) May 23, 2017

A1: Fear is often one of the reasons brands neglect to respond via social media. Vulnerability is still a huge barrier. #socialroi
— Randy Thio (@ideabloke) May 23, 2017

A1: Monitoring social media and responding to all messages can be a full time job on its own, not many companies can have that. #socialroi
— Natx Wang (@natxwang) May 23, 2017

Back to top

Q2) Do you think social media has caused people to complain more and if so, why? #SocialROI pic.twitter.com/bEhbELmKXB
— ManageFlitter (@ManageFlitter) May 23, 2017

Guest Answers

@ManageFlitter A2. Yes! Social is the refuge of the 1st world problem. Many things that get complained about here would never = a call or email. #SocialROI
— Jay Baer (@jaybaer) May 23, 2017

@ManageFlitter A2 pt 2 This is why when companies do more social care, they see increase in customer interactions every time. #SocialROI
— Jay Baer (@jaybaer) May 23, 2017

A2. pt 3 And let's remember, a lot of customers get better treatment in social, so companies are training them to go here. #socialroi
— Jay Baer (@jaybaer) May 23, 2017

Other Answers

A2: It's not that they're complaining more, it's just that social media has now given them a voice and we're now hearing them. #socialroi
— Randy Thio (@ideabloke) May 23, 2017

A2 #SocialMedia has given the common folk the power to force companies to respond to their complaints #socialroi
— Chaim Shapiro (@ChaimShapiro) May 23, 2017

A2) Social media is a quick yet more passive way to complain – so people use it! Great opportunity for businesses to learn. #SocialROI
— Christin Kardos (@ChristinKardos) May 23, 2017

A2 Yes and no. But it's definitely and outlet, easily accessible, with wide reach and gives ppl to voice their opinion, #custexp #socialROI https://t.co/8yRfgG4W0n
— Zala Bricelj (@ZalkaB) May 23, 2017

@ManageFlitter @jaybaer A2) It has enabled customers 2 talk more. I do think there is also now an expectation that they will always get something back #socialroi
— Fred Faulkner IV (@FredFaulknerIV) May 23, 2017

Back to top

Q3) “There is no such thing as a bad customer.” Can you unpack this for us? #SocialROI pic.twitter.com/t9zmi0cGGk
— ManageFlitter (@ManageFlitter) May 23, 2017

Guest Answers

@ManageFlitter A3. Every customer – even the annoying ones – have value. They teach you how to explain better, service better, be better. #SocialROI
— Jay Baer (@jaybaer) May 23, 2017

@ManageFlitter A3 pt 2 Re: Trolls, we don't know they are until they've responded twice. People use "trolls!" as an excuse for bad service. #SocialROI
— Jay Baer (@jaybaer) May 23, 2017

A3 pt 3 I say the customer is NOT always right, but the customer should always be heard. #socialroi
— Jay Baer (@jaybaer) May 23, 2017

Other Answers

3A. Your "worst nightmare," can be your greatest teacher and sometimes they turn into to your biggest cheerleader. #SocialRoi
— dorothy iltis cooper (@sittingpretty61) May 23, 2017

A3: There are several individuals out there with unrealistic expectations, but it forces you to improve upon your own abilities. #socialroi
— Aashi Mital (@PivSolutionsCEO) May 23, 2017

A3 Always try to position/imagine yourself as "them". Ppl are unhappy for xyz reasons, not always directly connected 2ur biz. #socialROI https://t.co/R4yYG0Xu7j
— Zala Bricelj (@ZalkaB) May 23, 2017

A3: I wouldn't say "bad" customer, I'd say dissatisfied. Often that points to a discrepancy in customer brand expectations. #socialroi
— Randy Thio (@ideabloke) May 23, 2017

A3) As @jaybaer said, a 'bad customer' increases interactions. Solve their problem publically and you're a #CustomerService hero. #SocialROI https://t.co/tDb1vxUeaZ
— Social Mentor UK (@SocialMentorUK) May 23, 2017

A3:People understand things go wrong, most people are reasonable,it's when the issue is handled badly,amplifies their frustration.#SocialROI https://t.co/T0WSSY0rUQ
— Kevin Garber (@Ke_Ga) May 23, 2017

A3. "Businesses need to recognize negative customer reviews as an opportunity to grow" – @dgingiss #SocialROI https://t.co/VgmkGB1WSn
— Khulekani Christian (@KhulekaniMj) May 23, 2017

Back to top

Q4) 9/10 people would prefer to message a business. Why and what are the benefits? #SocialROI pic.twitter.com/q9G5zfHhSm
— ManageFlitter (@ManageFlitter) May 23, 2017

Guest Answers

@ManageFlitter A4. We are living in a world driven by asynchronous comms (Twitter, messaging, etc.) It's more convenient – for both sides. #SocialROI
— Jay Baer (@jaybaer) May 23, 2017

A4 pt 2 And it's going to get MUCH more so. My kids are 18 and 16. They absolutely HATE the phone, or any synchronous comms. #socialroi
— Jay Baer (@jaybaer) May 23, 2017

Other Answers

@ManageFlitter A4) Won't get lost in some spam filter; no annoying on hold; might actually get a response. #socialroi
— Tim @ Stoneham Press (@StonehamPress) May 23, 2017

A4 It takes effort to message a business. The more customers do that, the more you know your customer base is involved & active. #SocialROI
— Jim Katzaman (@JKatzaman) May 23, 2017

A4 they are scared to get passed on to a sales rep with a hard sell. Sometimes they just have a few questions. #SocialROI https://t.co/g8JWD3BhXG
— Jade Alberts Consult (@Jade_A_Consult) May 23, 2017

A4) Messaging offers convenience while also providing the customer with documentation of the conversation. #SocialROI https://t.co/KwBAdxbsBm
— Christin Kardos (@ChristinKardos) May 23, 2017

A4: No wait time. I don't have to worry about someone misunderstanding my pronunciation/accent. + I don't have to repeat myself. #socialroi
— Natx Wang (@natxwang) May 23, 2017

Back to top

Q5) What are the first 3 things you would do after receiving a complaint on Twitter? #SocialROI pic.twitter.com/zVwGc6ZOlI
— ManageFlitter (@ManageFlitter) May 23, 2017

Guest Answers

@ManageFlitter A5. It's the same everywhere: 1. thank customer for feedback 2. clarify issue 3. solve publicly or move to private resolution. #SocialROI
— Jay Baer (@jaybaer) May 23, 2017

@ManageFlitter Q5 pt 2 BUT, the most important ingredient in customer service – especially social – is EMPATHY (BEET = Be Empathetic Every Time) #SocialROI
— Jay Baer (@jaybaer) May 23, 2017

A5 pt 3 One note on DMs here: If you're really good at customer service, you WANT to handle it in public. #socialroi
— Jay Baer (@jaybaer) May 23, 2017

A5 pt 4 Remember, Customer Service is a Spectator Sport. So, if you're good, you want spectators. #socialroi
— Jay Baer (@jaybaer) May 23, 2017

Other Answers

A5) Apologise (not necessarily because you're wrong, but for them being upset), empathise and try to offer a solution. #SocialROI https://t.co/Iah5UxjKmo
— Social Mentor UK (@SocialMentorUK) May 23, 2017

@ManageFlitter A5. 1.Acknowledge them and their issue. 2. Slide into their DM, 3. Present a solution #socialroi
— Social or Nothing (@socialornothing) May 23, 2017

A5 apologize and take the conversation offline. Dive in and get to the problem. Once completed ask them to share experience #SocialROI https://t.co/wfKZQdKmUX
— Jade Alberts Consult (@Jade_A_Consult) May 23, 2017

@ManageFlitter @jaybaer A5)

1. apologize.
2. tell them you want to help.
3. give them opportunities to get connected outside SM for support.#socialroi
   — Dave Zoradi (@davezoradi) May 23, 2017

A5 as customer, I always appreciate (1) quick response to my outcry (2) handle thru dm (3) keep me updated on resolution #socialroi
— Sue Duris (@SueDuris) May 23, 2017

@ManageFlitter @jaybaer A5.
ALWAYS acknowledge them. Even a canned response.
No real effort but builds loyalty.
They took the time, I can too.
Then mssg.#SocialROI
— Carrie Zylka (@CarrieZylka) May 23, 2017

Back to top

Q6) People generally expect a response within 24 hours. Do you have any tips for combating slow response times? #SocialROI pic.twitter.com/HCVqAulIKq
— ManageFlitter (@ManageFlitter) May 23, 2017

Guest Answers

@ManageFlitter A6. Must be someone's job. Can't do cust svc here and there. + you need standard answers & permission to figure it out real-time. #SocialROI
— Jay Baer (@jaybaer) May 23, 2017

A6 Re: setting expectations, look here: https://t.co/LN3ERIjVMW #socialroi
— Jay Baer (@jaybaer) May 23, 2017

A6 I have no problem with bots, if you do it well and use them to only skim off the obvious FAQ stuff #socialroi
— Jay Baer (@jaybaer) May 23, 2017

Other Answers

@ManageFlitter A6) You could set up a Bot to answer common questions and do more than just give a service number. #socialroi
— Tim @ Stoneham Press (@StonehamPress) May 23, 2017

A6) Staff / assign roles realistically, empower representatives to take action or consult others who quickly can. #SocialROI https://t.co/otcDkyCPqb
— Convince & Convert (@convince) May 23, 2017

@ManageFlitter @jaybaer A6: Try to batch responses in groups/clusters, maybe 5-10 at a time, every few hours. Make lists and reply quickly. #socialroi
— Jeremy Murphy (@jeremypmurphy) May 23, 2017

@ManageFlitter @jaybaer A6. I guess just let your customers know you will respond within a day or two on your business page #socialroi
— Cheval John (@chevd80) May 23, 2017

A6. There must be a social care team.
Small businesses can cut down budget on print advertising & allocate that to social care#socialroi
— Ai Zhang (@aiaddysonzhang) May 23, 2017

A6) Companies should remember cheaper to hang on to existing customers than get new ones. Invest in cs before marketing. #SocialRoi https://t.co/7UW9jLL0hT
— Kevin Garber (@Ke_Ga) May 23, 2017

Back to top

Q7) Last Question: What does the ultimate customer care strategy look like to you? #SocialROI pic.twitter.com/YARDAEUquX
— ManageFlitter (@ManageFlitter) May 23, 2017

Guest Answers

@ManageFlitter A7. Perfect strategy is when customers don't have questions or problems. Great customer experience is the best customer service. #SocialROI
— Jay Baer (@jaybaer) May 23, 2017

A7 pt 2 More specifically, best plan is to CREATE NEW CUSTOMERS with customer service. It can (and should) be a revenue creator. #SocialROI
— Jay Baer (@jaybaer) May 23, 2017

Other Answers

@ManageFlitter A7) Prebuttal. You solve the problem before the person complains about it. Actually possible for software. #socialroi
— Tim @ Stoneham Press (@StonehamPress) May 23, 2017

A7) Define your tone. Be consistent. Don't always bow down, but be prepared to grovel a little… as the world is watching! #SocialROI https://t.co/N7samRNw6X
— Social Mentor UK (@SocialMentorUK) May 23, 2017

@ManageFlitter @jaybaer A7.: listening, adjusting, responding, analyzing. We must have the agility to grow based on customers requests. #socialroi
— Sarah Stahl (@Mrsdstahl) May 23, 2017

A7: Customer care & support shouldn’t be a bolt on, should be central component of your product/service. Budget for it. #SocialRoi https://t.co/4JHaKhJei3
— Kevin Garber (@Ke_Ga) May 23, 2017

A7: Be sincere. Show that you care. Answer the customer first >promoting your product. Most people do it the other way round. #socialroi
— Natx Wang (@natxwang) May 23, 2017

@ManageFlitter @jaybaer A7.
Simply treat a customer how you'd like to be treated when you're stressed & frustrated about something & looking for help.#SocialROI
— Carrie Zylka (@CarrieZylka) May 23, 2017

Back to top

Q1) Many businesses neglect to respond to their customers on social media. Why do you think this is the case? #SocialROI pic.twitter.com/XVPlKgzt1e
— ManageFlitter (@ManageFlitter) May 23, 2017

Guest Answers

@ManageFlitter A1. 3 reasons: the role isn't defined; the volume is too great; or the company doesn't see every interaction as an opportunity. #SocialROI
— Jay Baer (@jaybaer) May 23, 2017

Other Answers

@ManageFlitter @jaybaer A1. Because most businesses are only broadcasting their products and services. They are not interacting on social media #socialroi
— Cheval John (@chevd80) May 23, 2017

@ManageFlitter @jaybaer A1: the company must not see the value in SM…or not care about their social reputation. #socialroi
— Dave Zoradi (@davezoradi) May 23, 2017

@ManageFlitter @jaybaer A1) Many still feel #socialmedia is a push, not a 2 way conversation. Others succumb 2 the pressure to always be "on". Both bad. #socialroi
— Fred Faulkner IV (@FredFaulknerIV) May 23, 2017

A1 – They don’t make it part of a daily process to monitor social mentions and / or don’t have tools in place. #SocialRoi https://t.co/TGgPTiH0Ml
— Kevin Garber (@Ke_Ga) May 23, 2017

A3 Businesses don't always back up social media proclamations with social media follow up, still stuck in old school. #SocialROI
— Jim Katzaman (@JKatzaman) May 23, 2017

A1: Fear is often one of the reasons brands neglect to respond via social media. Vulnerability is still a huge barrier. #socialroi
— Randy Thio (@ideabloke) May 23, 2017

A1: Monitoring social media and responding to all messages can be a full time job on its own, not many companies can have that. #socialroi
— Natx Wang (@natxwang) May 23, 2017

Back to top

Q2) Do you think social media has caused people to complain more and if so, why? #SocialROI pic.twitter.com/bEhbELmKXB
— ManageFlitter (@ManageFlitter) May 23, 2017

Guest Answers

@ManageFlitter A2. Yes! Social is the refuge of the 1st world problem. Many things that get complained about here would never = a call or email. #SocialROI
— Jay Baer (@jaybaer) May 23, 2017

@ManageFlitter A2 pt 2 This is why when companies do more social care, they see increase in customer interactions every time. #SocialROI
— Jay Baer (@jaybaer) May 23, 2017

A2. pt 3 And let's remember, a lot of customers get better treatment in social, so companies are training them to go here. #socialroi
— Jay Baer (@jaybaer) May 23, 2017

Other Answers

A2: It's not that they're complaining more, it's just that social media has now given them a voice and we're now hearing them. #socialroi
— Randy Thio (@ideabloke) May 23, 2017

A2 #SocialMedia has given the common folk the power to force companies to respond to their complaints #socialroi
— Chaim Shapiro (@ChaimShapiro) May 23, 2017

A2) Social media is a quick yet more passive way to complain – so people use it! Great opportunity for businesses to learn. #SocialROI
— Christin Kardos (@ChristinKardos) May 23, 2017

A2 Yes and no. But it's definitely and outlet, easily accessible, with wide reach and gives ppl to voice their opinion, #custexp #socialROI https://t.co/8yRfgG4W0n
— Zala Bricelj (@ZalkaB) May 23, 2017

@ManageFlitter @jaybaer A2) It has enabled customers 2 talk more. I do think there is also now an expectation that they will always get something back #socialroi
— Fred Faulkner IV (@FredFaulknerIV) May 23, 2017

Back to top

Q3) “There is no such thing as a bad customer.” Can you unpack this for us? #SocialROI pic.twitter.com/t9zmi0cGGk
— ManageFlitter (@ManageFlitter) May 23, 2017

Guest Answers

@ManageFlitter A3. Every customer – even the annoying ones – have value. They teach you how to explain better, service better, be better. #SocialROI
— Jay Baer (@jaybaer) May 23, 2017

@ManageFlitter A3 pt 2 Re: Trolls, we don't know they are until they've responded twice. People use "trolls!" as an excuse for bad service. #SocialROI
— Jay Baer (@jaybaer) May 23, 2017

A3 pt 3 I say the customer is NOT always right, but the customer should always be heard. #socialroi
— Jay Baer (@jaybaer) May 23, 2017

Other Answers

3A. Your "worst nightmare," can be your greatest teacher and sometimes they turn into to your biggest cheerleader. #SocialRoi
— dorothy iltis cooper (@sittingpretty61) May 23, 2017

A3: There are several individuals out there with unrealistic expectations, but it forces you to improve upon your own abilities. #socialroi
— Aashi Mital (@PivSolutionsCEO) May 23, 2017

A3 Always try to position/imagine yourself as "them". Ppl are unhappy for xyz reasons, not always directly connected 2ur biz. #socialROI https://t.co/R4yYG0Xu7j
— Zala Bricelj (@ZalkaB) May 23, 2017

A3: I wouldn't say "bad" customer, I'd say dissatisfied. Often that points to a discrepancy in customer brand expectations. #socialroi
— Randy Thio (@ideabloke) May 23, 2017

A3) As @jaybaer said, a 'bad customer' increases interactions. Solve their problem publically and you're a #CustomerService hero. #SocialROI https://t.co/tDb1vxUeaZ
— Social Mentor UK (@SocialMentorUK) May 23, 2017

A3:People understand things go wrong, most people are reasonable,it's when the issue is handled badly,amplifies their frustration.#SocialROI https://t.co/T0WSSY0rUQ
— Kevin Garber (@Ke_Ga) May 23, 2017

A3. "Businesses need to recognize negative customer reviews as an opportunity to grow" – @dgingiss #SocialROI https://t.co/VgmkGB1WSn
— Khulekani Christian (@KhulekaniMj) May 23, 2017

Back to top

Q4) 9/10 people would prefer to message a business. Why and what are the benefits? #SocialROI pic.twitter.com/q9G5zfHhSm
— ManageFlitter (@ManageFlitter) May 23, 2017

Guest Answers

@ManageFlitter A4. We are living in a world driven by asynchronous comms (Twitter, messaging, etc.) It's more convenient – for both sides. #SocialROI
— Jay Baer (@jaybaer) May 23, 2017

A4 pt 2 And it's going to get MUCH more so. My kids are 18 and 16. They absolutely HATE the phone, or any synchronous comms. #socialroi
— Jay Baer (@jaybaer) May 23, 2017

Other Answers

@ManageFlitter A4) Won't get lost in some spam filter; no annoying on hold; might actually get a response. #socialroi
— Tim @ Stoneham Press (@StonehamPress) May 23, 2017

A4 It takes effort to message a business. The more customers do that, the more you know your customer base is involved & active. #SocialROI
— Jim Katzaman (@JKatzaman) May 23, 2017

A4 they are scared to get passed on to a sales rep with a hard sell. Sometimes they just have a few questions. #SocialROI https://t.co/g8JWD3BhXG
— Jade Alberts Consult (@Jade_A_Consult) May 23, 2017

A4) Messaging offers convenience while also providing the customer with documentation of the conversation. #SocialROI https://t.co/KwBAdxbsBm
— Christin Kardos (@ChristinKardos) May 23, 2017

A4: No wait time. I don't have to worry about someone misunderstanding my pronunciation/accent. + I don't have to repeat myself. #socialroi
— Natx Wang (@natxwang) May 23, 2017

Back to top

Q5) What are the first 3 things you would do after receiving a complaint on Twitter? #SocialROI pic.twitter.com/zVwGc6ZOlI
— ManageFlitter (@ManageFlitter) May 23, 2017

Guest Answers

@ManageFlitter A5. It's the same everywhere: 1. thank customer for feedback 2. clarify issue 3. solve publicly or move to private resolution. #SocialROI
— Jay Baer (@jaybaer) May 23, 2017

@ManageFlitter Q5 pt 2 BUT, the most important ingredient in customer service – especially social – is EMPATHY (BEET = Be Empathetic Every Time) #SocialROI
— Jay Baer (@jaybaer) May 23, 2017

A5 pt 3 One note on DMs here: If you're really good at customer service, you WANT to handle it in public. #socialroi
— Jay Baer (@jaybaer) May 23, 2017

A5 pt 4 Remember, Customer Service is a Spectator Sport. So, if you're good, you want spectators. #socialroi
— Jay Baer (@jaybaer) May 23, 2017

Other Answers

A5) Apologise (not necessarily because you're wrong, but for them being upset), empathise and try to offer a solution. #SocialROI https://t.co/Iah5UxjKmo
— Social Mentor UK (@SocialMentorUK) May 23, 2017

@ManageFlitter A5. 1.Acknowledge them and their issue. 2. Slide into their DM, 3. Present a solution #socialroi
— Social or Nothing (@socialornothing) May 23, 2017

A5 apologize and take the conversation offline. Dive in and get to the problem. Once completed ask them to share experience #SocialROI https://t.co/wfKZQdKmUX
— Jade Alberts Consult (@Jade_A_Consult) May 23, 2017

@ManageFlitter @jaybaer A5)

1. apologize.
2. tell them you want to help.
3. give them opportunities to get connected outside SM for support.#socialroi
   — Dave Zoradi (@davezoradi) May 23, 2017

A5 as customer, I always appreciate (1) quick response to my outcry (2) handle thru dm (3) keep me updated on resolution #socialroi
— Sue Duris (@SueDuris) May 23, 2017

@ManageFlitter @jaybaer A5.
ALWAYS acknowledge them. Even a canned response.
No real effort but builds loyalty.
They took the time, I can too.
Then mssg.#SocialROI
— Carrie Zylka (@CarrieZylka) May 23, 2017

Back to top

Q6) People generally expect a response within 24 hours. Do you have any tips for combating slow response times? #SocialROI pic.twitter.com/HCVqAulIKq
— ManageFlitter (@ManageFlitter) May 23, 2017

Guest Answers

@ManageFlitter A6. Must be someone's job. Can't do cust svc here and there. + you need standard answers & permission to figure it out real-time. #SocialROI
— Jay Baer (@jaybaer) May 23, 2017

A6 Re: setting expectations, look here: https://t.co/LN3ERIjVMW #socialroi
— Jay Baer (@jaybaer) May 23, 2017

A6 I have no problem with bots, if you do it well and use them to only skim off the obvious FAQ stuff #socialroi
— Jay Baer (@jaybaer) May 23, 2017

Other Answers

@ManageFlitter A6) You could set up a Bot to answer common questions and do more than just give a service number. #socialroi
— Tim @ Stoneham Press (@StonehamPress) May 23, 2017

A6) Staff / assign roles realistically, empower representatives to take action or consult others who quickly can. #SocialROI https://t.co/otcDkyCPqb
— Convince & Convert (@convince) May 23, 2017

@ManageFlitter @jaybaer A6: Try to batch responses in groups/clusters, maybe 5-10 at a time, every few hours. Make lists and reply quickly. #socialroi
— Jeremy Murphy (@jeremypmurphy) May 23, 2017

@ManageFlitter @jaybaer A6. I guess just let your customers know you will respond within a day or two on your business page #socialroi
— Cheval John (@chevd80) May 23, 2017

A6. There must be a social care team.
Small businesses can cut down budget on print advertising & allocate that to social care#socialroi
— Ai Zhang (@aiaddysonzhang) May 23, 2017

A6) Companies should remember cheaper to hang on to existing customers than get new ones. Invest in cs before marketing. #SocialRoi https://t.co/7UW9jLL0hT
— Kevin Garber (@Ke_Ga) May 23, 2017

Back to top

Q7) Last Question: What does the ultimate customer care strategy look like to you? #SocialROI pic.twitter.com/YARDAEUquX
— ManageFlitter (@ManageFlitter) May 23, 2017

Guest Answers

@ManageFlitter A7. Perfect strategy is when customers don't have questions or problems. Great customer experience is the best customer service. #SocialROI
— Jay Baer (@jaybaer) May 23, 2017

A7 pt 2 More specifically, best plan is to CREATE NEW CUSTOMERS with customer service. It can (and should) be a revenue creator. #SocialROI
— Jay Baer (@jaybaer) May 23, 2017

Other Answers

@ManageFlitter A7) Prebuttal. You solve the problem before the person complains about it. Actually possible for software. #socialroi
— Tim @ Stoneham Press (@StonehamPress) May 23, 2017

A7) Define your tone. Be consistent. Don't always bow down, but be prepared to grovel a little… as the world is watching! #SocialROI https://t.co/N7samRNw6X
— Social Mentor UK (@SocialMentorUK) May 23, 2017

@ManageFlitter @jaybaer A7.: listening, adjusting, responding, analyzing. We must have the agility to grow based on customers requests. #socialroi
— Sarah Stahl (@Mrsdstahl) May 23, 2017

A7: Customer care & support shouldn’t be a bolt on, should be central component of your product/service. Budget for it. #SocialRoi https://t.co/4JHaKhJei3
— Kevin Garber (@Ke_Ga) May 23, 2017

A7: Be sincere. Show that you care. Answer the customer first >promoting your product. Most people do it the other way round. #socialroi
— Natx Wang (@natxwang) May 23, 2017

@ManageFlitter @jaybaer A7.
Simply treat a customer how you'd like to be treated when you're stressed & frustrated about something & looking for help.#SocialROI
— Carrie Zylka (@CarrieZylka) May 23, 2017

Back to top