Maintaining Professional Customer Service using Social Media Platforms

"Customer service represents the heart of a brand in the hearts of its customers." — Kate Nasser

How do you rate your customer service when you are responding to customers' enquiries or complains? Are you prompt in your replies, using appropriate grammar rules and applying your soft skills to make that impact?

Let's fabricate a fictitious scenerio: Mike has just gotten a new job and will be starting next week. He has ordered 3 new shirts on an upgraded shipping option (within 2 working days) which should be in time prior to his first day at work.

To cut the cheese, the company had overlooked, apologised profusely and activated delivery immediately. The customer service officer credited the upgraded shipping rate back to regular rate, offered a discount coupon for future orders and handled the process with professionalism and sincerity.

What can we learn from here?

1. Customer is our life-blood, No customer - No us.
2. Customers' shopping experience is key. Check our ordering system regularly to avoid any disruptions.
3. Customer-oriented communication - Convey clear intent that we value customers very much.
4. Customer appreciation is a must. Offer compensation like discounts, compliment gifts or thank you card to show our gratitude.
5. Customer professionalism commitment practised by ALL staff in the enterprise.

Additional points:

a) As we interact via social media platforms, connect with your customers with 'human touch' and always ready to assist their requests or purchases. Be competent in your product knowledge and align yourself with your company's Mission, Values, Vision and Service Standards.

b) Be courteous, responsive, friendly and professionalism during every encounters with customers. Stay responsive and be on a lookout for any opportunity to make the shopping experience seamless and easy.

c) Communicate with professionalism and like your first positive impression, always end on a high note during every online correspondings, make your customers feel good while doing business with your enterprise.

d) Develop a learning culture where customer service laps and wins are shared among your teams to stay ahead of our competitors.

e) Engage customers' feedback regularly and feel the pulse. What is your customer thinking and how are they rating our services as compared to other competitors? Thanks them for their honest constructive comments and work on them progressively. Never be defensive nor harbour a feeling of accomplishment - " We are there already".

As always, looking forward to reading your valuable thoughts and awesome customer service experiences too.

Terence Chow conducts Soft Skills Trainings for Corporate Enterprises. He enjoys writing 'useful at work' articles that equips working adults achieve their set goals and builds stronger relationships.

ps: This article is co-created with the assistance from our friend, ChatGPT.