Social Media: how to respond to customers
Thanks to the stratospheric rise in the use of social media, we now have more customers than ever before choosing to get in touch with us this way, either to ask a specific question, request information or report faults. So it’s never been more important for us to make sure our professionalism and attitude towards good customer service extends to our online presence.
Why? Because it’s such a public space, where incorrect information, damaging comments or bad attitude are only a ‘share’ away.
You don’t need to be a social media guru to respond to questions or fault reports sent in by our customers – although you do need to be approved by our ICT and Communications teams to use social media for work purposes. (You can raise a helpdesk call with ICT to start this process.)
Here are some top tips for those of you who’re already responding to customers, or who think they might in the future as part of their role. We’ve cherry-picked the most relevant from the CIPR ‘Social Media Best Practice Guide’, and thrown in a few of our own for good measure.