Today’s customer has high expectations. With our smartphones, social media and internet access, we can voice our discontent at a service or company with very little effort.
When you have a Facebook page, your customers have a public forum to tell you what they think about your service and it is visible to future customers who visit your page.
As Social Media Managers we see a lot of customer complaints, comments and compliments going unanswered or being ignored. This is a big reputational risk for a company. A visitor to your page can easily choose not to get in contact or buy from you. Negative customer feedback is very powerful
So it was a delight to come across this example of a great response and outcome from Dalhousie in Crystal Palace.
What makes this such a great example of good digital customer service?
- They responded in a personable way which took into account all her comments
- They apologised, explained the context and offered a solution
- The response was within hours of the original post
The outcome was positive and they have hopefully retained a customer.
For the majority of successful businesses, good customer service in person comes naturally. It’s time this is translated into good digital customer service.
If you’d like help with managing your Facebook Page, don’t hesitate to get in contact firstname.lastname@example.org
Ruth Thomson is a Freelance Social Media Manager and Co-Founder of South London Social.