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

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

Thanks to all who participated in the ManageFlitter #SocialROI Twitter Chat on Tuesday, 23rd May 2017.

Madalyn Sklar hosted a Twitter Chat with Jay Baer around the topic of “Customer Service in the Age of Social Media.”

Details of our next Twitter Chat:

Topic: Writing Content That People Want To Share

Guest: Rebekah Radice – Social & Marketing Influencer,
CMO at PostPlanner, Columnist at Inc & Huffington Post
Date & Time: Tuesday, 30th May 2017, 6.00pm EDT
Channel: #SocialROI Chat

Click here for more information about our Twitter Chats.

Below is a curated version of the Twitter Chat with Jay Baer.

From the CEO Questions:

  1. ManageFlitter has been around for over 7 years. What are some of the biggest customer service challenges you’ve faced?
  2. Can you recall an instance where a customer taught you something that you otherwise wouldn’t have learned? What was it?

Guest Questions:

  1. Many businesses neglect to respond to their customers on social media. Why do you think this is the case?
  2. Do you think social media has caused people to complain more and if so, why?
  3. “There is no such thing as a bad customer.” Can you unpack this for us?
  4. 9/10 people would prefer to message a business. Why and what are the benefits?
  5. What are the first 3 things you would do after receiving a complaint on Twitter?
  6. People generally expect a response within 24 hours. Do you have any tips for combating slow response times?
  7. What does the ultimate customer care strategy look like to you?

From the CEO Questions:

Q1) ManageFlitter has been around for over 7 years. What are some of the biggest customer service challenges you’ve faced? #SocialROI pic.twitter.com/s8nX2F2CWP
— ManageFlitter (@ManageFlitter) May 23, 2017

CEO Answers

A1 (¹/₆) :
We're a small business based in AU with customers in all timezones across the world. #SocialRoi https://t.co/QqAJ0LDiGf
— Kevin Garber (@Ke_Ga) May 23, 2017

A1 (²/₆) :
Maintaining quality & speed of customer service as a small business from AU has been a (difficult) goal since day 1. #SocialRoi https://t.co/QqAJ0LDiGf
— Kevin Garber (@Ke_Ga) May 23, 2017

A1 (³/₆) :
Customer service is a key component of any “product” – optimising customer service is in our own interests. #SocialRoi https://t.co/QqAJ0LDiGf
— Kevin Garber (@Ke_Ga) May 23, 2017

A1 (⁴/₆):
A support person in our peak US timezone was one of our first hires. #SocialRoi https://t.co/QqAJ0LDiGf
— Kevin Garber (@Ke_Ga) May 23, 2017

A1 (⁵/₆):
As a CEO the holy grail is all customers being thrilled with every aspect of our product and service. #SocialRoi https://t.co/QqAJ0LDiGf
— Kevin Garber (@Ke_Ga) May 23, 2017

A1 (⁶/₆):
We will always continue to aim to achieve this theoretical perfection! #SocialRoi https://t.co/QqAJ0LDiGf
— Kevin Garber (@Ke_Ga) May 23, 2017

Back to top

Q2) Can you recall an instance where a customer taught you something that you otherwise wouldn’t have learned? What was it? #SocialROI pic.twitter.com/e0l8eQLoPy
— ManageFlitter (@ManageFlitter) May 23, 2017

CEO Answers

A2 (¹/₆) :
Our product has evolved in large part due to feedback from customers. #SocialRoi https://t.co/LXGv95i14Z
— Kevin Garber (@Ke_Ga) May 23, 2017

A2 (²/₆):But 2way dialogue with customers is easy to let slip when daily priorities take hold. We can always do better at this. #SocialRoi https://t.co/LXGv95i14Z
— Kevin Garber (@Ke_Ga) May 23, 2017

A2 (³/₆) :
Unpredictable technical issues happen at times. But the following can help the customer experience … #SocialRoi https://t.co/LXGv95i14Z
— Kevin Garber (@Ke_Ga) May 23, 2017

A2 (⁴/₆):
1 Let customers know as soon as possible what is happening. #SocialRoi https://t.co/LXGv95i14Z
— Kevin Garber (@Ke_Ga) May 23, 2017

A2 (⁵/₆):
2 Customers prefer something that either works well or doesn’t work at all. A mixed bag frustrates them the most. #SocialRoi https://t.co/LXGv95i14Z
— Kevin Garber (@Ke_Ga) May 23, 2017

A1 (⁶/₆): 3 Never drop the ball on genuinely assisting and empathising with unhappy customers.Turns them into happy customers! #SocialRoi https://t.co/LXGv95i14Z
— Kevin Garber (@Ke_Ga) May 23, 2017

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Guest Questions:

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

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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

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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

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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

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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

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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

We hope the above has provided some useful information.
Join our next #SocialROI Chat next week on
Tuesday, 30th May 2017, 6.00pm EDT.


Madalyn Sklar hosted a Twitter Chat with Jay Baer around the topic of
“Customer Service in the Age of Social Media.”

Details of our next Twitter Chat:

Topic: Writing Content That People Want To Share

Guest: Rebekah Radice – Social & Marketing Influencer,
CMO at PostPlanner, Columnist at Inc & Huffington Post
Date & Time: Tuesday, 30th May 2017, 6.00pm EDT
Channel: #SocialROI Chat

Click here for more information about our Twitter Chats.

Below is a curated version of the Twitter Chat with Jay Baer.

From the CEO Questions:

  1. ManageFlitter has been around for over 7 years. What are some of the biggest customer service challenges you’ve faced?
  2. Can you recall an instance where a customer taught you something that you otherwise wouldn’t have learned? What was it?

Guest Questions:

  1. Many businesses neglect to respond to their customers on social media. Why do you think this is the case?
  2. Do you think social media has caused people to complain more and if so, why?
  3. “There is no such thing as a bad customer.” Can you unpack this for us?
  4. 9/10 people would prefer to message a business. Why and what are the benefits?
  5. What are the first 3 things you would do after receiving a complaint on Twitter?
  6. People generally expect a response within 24 hours. Do you have any tips for combating slow response times?
  7. What does the ultimate customer care strategy look like to you?

From the CEO Questions:

Q1) ManageFlitter has been around for over 7 years. What are some of the biggest customer service challenges you’ve faced? #SocialROI pic.twitter.com/s8nX2F2CWP
— ManageFlitter (@ManageFlitter) May 23, 2017

CEO Answers

A1 (¹/₆) :
We're a small business based in AU with customers in all timezones across the world. #SocialRoi https://t.co/QqAJ0LDiGf
— Kevin Garber (@Ke_Ga) May 23, 2017

A1 (²/₆) :
Maintaining quality & speed of customer service as a small business from AU has been a (difficult) goal since day 1. #SocialRoi https://t.co/QqAJ0LDiGf
— Kevin Garber (@Ke_Ga) May 23, 2017

A1 (³/₆) :
Customer service is a key component of any “product” – optimising customer service is in our own interests. #SocialRoi https://t.co/QqAJ0LDiGf
— Kevin Garber (@Ke_Ga) May 23, 2017

A1 (⁴/₆):
A support person in our peak US timezone was one of our first hires. #SocialRoi https://t.co/QqAJ0LDiGf
— Kevin Garber (@Ke_Ga) May 23, 2017

A1 (⁵/₆):
As a CEO the holy grail is all customers being thrilled with every aspect of our product and service. #SocialRoi https://t.co/QqAJ0LDiGf
— Kevin Garber (@Ke_Ga) May 23, 2017

A1 (⁶/₆):
We will always continue to aim to achieve this theoretical perfection! #SocialRoi https://t.co/QqAJ0LDiGf
— Kevin Garber (@Ke_Ga) May 23, 2017

Back to top

Q2) Can you recall an instance where a customer taught you something that you otherwise wouldn’t have learned? What was it? #SocialROI pic.twitter.com/e0l8eQLoPy
— ManageFlitter (@ManageFlitter) May 23, 2017

CEO Answers

A2 (¹/₆) :
Our product has evolved in large part due to feedback from customers. #SocialRoi https://t.co/LXGv95i14Z
— Kevin Garber (@Ke_Ga) May 23, 2017

A2 (²/₆):But 2way dialogue with customers is easy to let slip when daily priorities take hold. We can always do better at this. #SocialRoi https://t.co/LXGv95i14Z
— Kevin Garber (@Ke_Ga) May 23, 2017

A2 (³/₆) :
Unpredictable technical issues happen at times. But the following can help the customer experience … #SocialRoi https://t.co/LXGv95i14Z
— Kevin Garber (@Ke_Ga) May 23, 2017

A2 (⁴/₆):
1 Let customers know as soon as possible what is happening. #SocialRoi https://t.co/LXGv95i14Z
— Kevin Garber (@Ke_Ga) May 23, 2017

A2 (⁵/₆):
2 Customers prefer something that either works well or doesn’t work at all. A mixed bag frustrates them the most. #SocialRoi https://t.co/LXGv95i14Z
— Kevin Garber (@Ke_Ga) May 23, 2017

A1 (⁶/₆): 3 Never drop the ball on genuinely assisting and empathising with unhappy customers.Turns them into happy customers! #SocialRoi https://t.co/LXGv95i14Z
— Kevin Garber (@Ke_Ga) May 23, 2017

Back to top

Guest Questions:

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

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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

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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

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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

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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

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We hope the above has provided some useful information.
Join our next #SocialROI Chat next week on
Tuesday, 30th May 2017, 6.00pm EDT.

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