What You Need to Know About Customer Service and Social Media

Are you using social media, texting and/or other technology to enhance your customers’ experience with your company?

I’ve said it before but it bears repeating – your customers are posting, tweeting, texting, pinning and chatting about you, regardless of whether you are present. Today’s technology provides the perfect forum for you to respond to customer concerns, complaints, or praise for all the world to see!

Even better, mobile and social media are two of the absolute best ways to interact with your customers to provide them with better service and an overall better experience. Here’s an example:

Just over a year ago while shopping for a conference, I met Samia, a sales associate at Holt Renfrew. My experience at that time was fantastic. Everything Samia chose for me was perfect and not something I would have necessarily picked for myself.

She was a shining example of what it means to be a great sales associate in a world where service is lacking in so many companies.

A few weeks ago I returned to the store and Samia remembered me. Once again the service was extraordinary and her taste impeccable. I found the perfect dress but it had to be altered. It was Sunday and my event was on Wednesday.

As the feeling of disappointment sat in, I explained the issue to Samia. Her reply? “No problem!” She arranged for the dress to be delivered directly to my hotel once it was altered.

Then, she did something completely unexpected. She asked for my cell phone number and gave me hers so that I could reach her directly if there was a problem. Of course, there was not.

A few days later I received a voicemail from Samia asking how the event went. I replied to her by text and she quickly responded that she was happy everything went well.

This is NOT your average experience – however it is quickly becoming closer and closer to the norm.

Sales associates, managers, business owners and customer service representatives are more and more often turning to their smartphones and social media to provide a new level of customer service these days. Zappos.com is a perfect example.

Not sure how to get started? Check out this post I wrote for Desk.com (click here) with some tips on How to Handle a Customer Service Problem on Your Facebook Business Page.