Moving on, tweeting for a salary and customer service

*spo0ky*I have recently accepted a position that will have me Facebooking, tweeting, managing  YouTube accounts and several other marketing and communication tasks… I couldn’t be happier! However, it got me thinking about the stigma of these positions and how it’s always so much more than just updating Facebook and bit.ly links.

There are many facets to positions that manage a company’s social media outlets. While people are responding to customer questions and concerns, workers also organize and implement marketing campaigns that are apart of larger plans. However, I believe that many times there is one major section that isn’t seen- the role of customer service in social media.



SOCIAL MEDIA & CUSTOMER SERVICE

Looking into how companies service customers online can be a huge part of any social media related position. I believe that you can reach your audience on a personal level when you respond to a Facebook question or concern. With this in mind, it’s important to have your social media marketing people prepared with basic training tips and etiquette of the social media world.

Etiquette:

  • Speak their language. Don’t bog down your viral information with company lingo. Relate to your customer, don’t make them relate to you!
  • Don’t use caps. No really, this can be like yelling at someone, and that’s not cool. Ever.
  • Have prepared comments and statements. This may seem too canned for you, but by having some prepared responses to FAQs will give guidance to anyone. Soon, employees/customer service reps be able to create their own! Oh, and this can help maintain messaging.
  • Create boundaries.What answers/information isn’t/shouldn’t be posted. When people have account questions you don’t want to post private company information. Keep in mind that not everyone understands how Facebook walls work, so try to protect them.
  • Monitor harassment. Yup. It just might happen and it’s not cool when it’s left up. Monitor daily and be proactive by deleting or monitoring your sites.

Customer service can be a massive part of your social media campaign, so your marketing or social media prince/princess does need customer service training. Here are some ways that you can increase your customer communication through social media:

  • Have one-on-one conversations. Social media allows you to have public conversations with people. If one person has a questions or concern, you probably have someone out there wondering the same thing. Let’s share the information.
  • Maintain a consistent message. If you use social media, you need to make sure that people across mediums are maintaining the same messages. You don’t want to confuse customers, employees or vendors.
  • Continue to adapt and grow. Don’t be afraid to integrate and try new things. Early adopters might not always be right, but they’re sure as hell not always wrong.
  • Take things offline. If you have a customer that is clearly unhappy, try to reach out to them. Giving them some special attention might be all they needed to clear up any confusion or frustration.
  • Don’t be afraid to let things pass. If it’s clear that a customer is unhappy and are posting negative comments on social media outlets, take a breath and watch. Sometimes your raving fans just might be able to come to the rescue.

These are just a few ways that social media and customer service are connected.

What are you doing for social emdia/customer service training? Do you do cross departamental training with your social media and marketing employees?

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