As a Social Media Marketer you need to keep 3 things in mind as you run your campaign. A customer has a complaint, the product has a technical problem or a mistake has happened in upstream activities - - regardless you need to take these 3 steps:
1) Acknowledge - Once you find out the actual problem - take responsibility. Failure to do so will have the customer keep living the experience by repeating and with that their unhappiness now includes you!
2) Apologize - An upset customer must be calmed down, if you can - try the "feel/felt/found" technique before you apologize. It goes something like this: "I would feel the same way..." "I have found that calling as quickly as you have is important...." This leads to number 3:
3) Act - You have acknowledged the problem, taken responsibility and placed yourself in the customer's shoes - - Do something. Any front line person needs permission/budget to ACT. "Calling the manager.." No, not the best approach. "Placing someone on hold for an extended period of time..." No, not the best approach.
3 simple steps to build credibility and customer satisfaction, should you experience some customer satisfaction turbulence.
Try it.
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