Customer service - online
No matter how skilled we are, we can not avoid getting bad feedback from our customers. The most important thing is simply that we process the inquiries in a way that, in the end, satisfies the customer. So even though you may feel like not doing it sometimes and annoy the custumer, it might not be that smart for your company.
Custumer service on Facebook
When the customer contacts you on Facebook, it is to get a response relatively quickly. When you are present on Facebook, it is important to return as soon as possible. If you do not do that, then your competitor may be doing it, as seen at McDonalds / Burger King in Denmark. The story below, simplified, is that McDonalds, denies or forgets to answer a custumer, and Burger King ends up winning the custumer by giving them free burgers on behalf of the missing answer from McDonalds.
Winning custumers on behalf of your competitors dead Facebook page sure is clever.
So, besides expecting a swift answer, then remember:
- Honesty and sincere interest - The custumer will feel respected. Dont just use standard answers, but write individualiced answers for each of them. This will make your service as personaliced as if the custumer was in an actual physical shop meeting a real person.
- Swift answers and reactions - If you do not have a response to the customer immediately, e.g. if the customer's inquiry requires further investigation, tell the customer immediately and say that you will return with an answer. Then the customer knows that you are on the case and you have heard the inquiry. To emphasize the importance of responding to customers, surveys show that 88% of customers who have approached social media and received responses are more likely to recommend the store to others. So use the inquiries to get positive publicity from your customers.
- Help the same place as contacted - If customers contacts you via Facebook, they are not looking for an email or phone call. Therefore, also provide answers on Facebook or use Messenger if this is information that should not be publicly available.
How to handle unsatisfied custumers:
If someone gets upset, please follow these steps:
- Listen carefully to the custumer
- Say sorry for the unconvenience
- Find somehow to unsolve the problem
It sounds simple to follow these steps when you read it, and the vast majority of inquiries you receive in customer service will hopefully be resolved without conflicts and that customers go astray. But occasionally you come across people on Facebook or other social media who have seen themselves angry at your store and want to tell the whole world about your faults and shortcomings - even if it may not even be justified.
But whether you think it's justified or not, follow these three steps. Do not try to explain or defend the company. Simply respond within a reasonable time, apologize for the inconvenience, and then figure out how to resolve the issue with that customer.
Some decisions include coupon offers or a full refund. The good thing about this three-step process is that other sensible customers notice the interaction. If you appear sympathetic and try to do things right, everyone else will see your brand in a good light and write off the customer as unreasonable or see that the customer's demands were met.
Finally, see the advice Thansen gives when you meet a dissatisfied customer:
Kilde: https://ecommerce-platforms.com/articles/using-social-media-customer-service