Social media has transformed the customer service landscape beyond recognition. Two recent experiences have brought the scale of that change home. Here I explore some of the valuable lessons for any business that takes customer service seriously. Actually that should that just read ‘for any business’.
Back in the early days of the internet, when I wrote for a newspaper, I quickly worked out that bypassing the customer service department and putting in a call to the press office usually got me the result I was looking for.
Let me give you an example. A recent visit to a local luxury spa wasn’t what I expected. After a hectic few months setting up my new business, I had booked a spa day as a treat. I was looking forward to a relaxing day, a chance to breathe and rejuvenate.
I quickly received a tweet asking for me to email the details of my complaint and within 24 hours the spa manager had emailed me apologising and inviting me back for a day of complimentary treatments of my choice. I took her up on the offer and the return visit was everything the first one should have been. The result is, I’ll definitely go back again.
Now here’s the lesson for business. Had the spa and bank not intervened in a timely and appropriate manner, I would still be bad-mouthing them to all and sundry.
If you’re looking for some inspiration for handling online customer comments for your business, I asked my Twitter followers for the best examples of companies that do it well and have listed them below.
Why not check these out. And ask yourself, how could you do better when it comes to listening and responding to the people that make or break your business?.