1. Unit 3, Lesson 9 Customer Service and Social Media
AOHT Delivering Great Customer Service
Unit 3, Lesson 9 Customer Service and Social Media
Copyright © 2007–2015 NAF. All rights reserved.

2. Social media is all about virtual interaction
Media: a form of mass communication, like TV, newspapers, websites
Social: interacting in a
community
Social media: an online, interactive form of mass communication

3. Social media includes some of today’s most popular technology
Facebook, Google+, Twitter, Pinterest
Snapchat, Instagram
YouTube
Skype, Google+ Hangouts
Yelp, YP, TripAdvisor
Groupon, OpenTable, Living Social
Which social media tools & technologies do you use?

4. Businesses use social media in many different ways
Listen to the customer
Offer the customer something more
Respond to complaints
Manage problems
Build customer loyalty

5. You can “listen” to the conversation about your business
People are “talking” on social media—listen!
What is being said about your business?
Look for hashtags, company mentions, and common search terms.
@northbeachcafe
#northbeachcafe
#northbeachlunch
#itslunchtime

6. Customer complaints must be handled well
If a customer reaches out for help, you should respond quickly on the same channel. In other words, if they tweet a complaint, respond on Twitter.
Take the problem offline if necessary, but don’t pass the buck.
Be transparent.
Have you ever complained about customer service online? Did you get any response?

7. Customers expect good customer service over social media
A survey in late 2013 found…
57% think the response time should be the same on evenings & weekends.
42% expect a response on social media within 1 hour.
Only 36% said their issues were resolved quickly via social media.
If it’s a question or complaint, 72% expect a response within 1 hour.

8. Businesses use social media to offer extra value
Welcome guests
Take reservations or orders
Offer freebies or “insider tips”
How does offering more connect to the rules of customer service?

9. A business needs to be proactive and handle problems before they get too big
Problems will happen. Be honest.
If it affects a lot of people, make a public announcement on social media.
If it doesn’t, work with the affected people to fix it quickly.
If you don’t fix it, they can use the power of social media to complain to a very large audience.

10. Companies also use social media to build customer loyalty
Become a part of your customers’ lives.
Find ways to have fun with them.
Give them a glimpse of life “behind the curtain.”
What makes you loyal to a particular business?

11. Customer Relationship Management (CRM) involves customer service and marketing/sales
CRM asks every employee to work together to increase customer loyalty, which makes the business more successful.

12. Customer service on social media has some unique qualities
Informal tone
Everyone can hear you.
“Free” testimonials
Requires good policies and training
Customer Service on Social Media