How to Win at Social Customer Care
April 12, 2017
Do you have a social customer care strategy?
Do you want to know the essential steps to win at social customer care?
Today, I sit down with Dan Gingiss, host of the “Focus on Customer Service” podcast and author of the new book “Winning at Social Customer Care” to outline the eight steps to win at social customer care.
About the show:
The Social Media Social Hour is a podcast for marketers and entrepreneurs looking to get on the social media fast track. The podcast is an interview format, where each week I get up close and personal with top brands and influencers to talk social media, tech and online marketing. Each week I share tools that I personally use to help me with social media management, sales, marketing, accounts management, and productivity. The Social Media Social Hour is presented by Tack – Power your marketing with authentic content from customers and fans.
In this episode, here is what you’ll discover:
- How customers form opinions about your brand
- How to give customers a shareable customer experience
- Best tactics to handle difficult customer service situations
- What to watch out for when working with influencers to market your brand
- The 8 steps to outstanding social customer care
- The most important platforms to be active on to handle the most customer care communication
- What to include in your customer care vision/mission statement
- Types of social customer care technology software
- What to look for when hiring a social customer care representative
- Why reporting can determine if your customer care is a cost or a profit center
- When to take conversations offline
- The importance of integrating social customer care across the company
Memorable Quotes from Dan Gingiss
- “Create a Vision Mission Statement focused on why you want to do social customer care. That philosophy puts into words what you can share with your social care reps.”
- “Hiring social care agent is different than hiring a telemarketing rep – in that they must have the ability to write well.”
- “Because people take pictures of everything, your social agents can’t be specialized, they have to know all about your company. You have to find and train people on the entire business.”
- “The vast majority of people who come to Facebook or Twitter to talk to a brand know they can call the 800 number but they specifically chose not to, so one of the worst responses brands can give is to call our 800 number.”
- “Anything can happen at any time. The more prepared you are, the better you’ll be at responding.”
- “If you’re getting a complaint over and over again, go back to the root cause outside of the social media team and get it fixed.”
- “The #1 complaint customers have about service is having to repeat themselves.”
Items Mentioned On the Show:
- Social Media Social Hour Podcast Episode 83
- “Focus on Customer Service” Podcast
- “Winning at Social Customer Care” book
- Follow Dan Gingiss on Twitter @dgingiss
- Contact Tyler
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