KEO Marketing

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3 tips for customer service on social media

A quality social media strategy allows customers to interact with the business on social media accounts, thus creating a deeper connection with client bases. However, difficult customers often go online to voice their opinions, and it is important that the situation is handled well. But this is also an advantage for companies because they receive direct feedback and have the opportunity to strengthen ties with clients. Here are three ways to handle the situation in an effective and positive manner to further the success of the company:

1. Provide timely responses
Don’t avoid the situation or just hope that it will go away. Respond quickly to show that the relationship is valued. Handling the situation rapidly will help build a strong reputation for strong attention to detail and a dedication to conducting business professionally.

2. Give it a personal touch
Let customers know that there is a human, not a robot, talking to them. Offer a sympathetic apology using their name or their company’s name and make them feel as though their unique situations are being dealt with seriously.

3. Make it better
Fix the problem and add a special touch, such as offering a discount for the next purchase or free gift upon the next visit. Social Media Examiner suggests offering to make it up to them if they get in contact further.

Sheila Kloefkorn

With more than 25 years of hands on marketing strategy and operations experience, Sheila Kloefkorn is dedicated to developing marketing strategies and plans that help clients succeed. Some of the world's largest brands have depended on Sheila for marketing programs that delivered tangible and substantial results. Specialties: B2B marketing, lead generation, lead nurturing, sales strategy, marketing strategy, competitive marketing strategy, social media, search engine optimization (SEO), search engine marketing (SEM), mobile marketing, email marketing, website design, marketing plans.