If you’ve been in business for any length of time, you know (or have learned) how to treat customers. However, as business is increasingly flowing over to internet ecommerce, do you know how to handle the same customers that will visit online? If not, you should consider creating a ‘social media etiquette’ rulebook.
Although social media can be used as an extension of your marketing strategy, social media can also be used as a way to turn an unhappy customer into a satisfied customer—if you utilize it the correct way. The biggest mistake you can make when it comes to utilizing social media is approaching it only half-heartedly. This is because there is no in-between when it comes to customer service.
As you’re setting up your social media game plan, you need to keep in mind that whatever you post all depends upon the right timing. You need to respond to any complaints in a timely fashion—i.e. the sooner the better because a late response can cause more problems.
You should also be attentive to your customers. Chances are, most just want someone to empathize with them if they have felt slighted. Moreover, you should also avoid getting defensive. In addition, if your conversation with a customer becomes heated in any way, it is best to move the conversation off social media.
Social media should also be thought of from a legal standpoint because words carry power—especially when they are said in a public forum like social media. You should avoid using any sort of language that could be considered illegal or libelous. This usually consists of discussing gender, race, religion or anything that can be considered defamatory.
For example, if a customer says something about a competitor, you should never bash them. Doing so could make you look bad to your customers and give your competitor a case for a lawsuit.
Set Clear Guidelines to Avoid Headaches
Setting clear guidelines for your employees is vital. After setting guidelines, you need to make sure that you give employees (who need it) the access and ability to keep your social media sites updated. You need to make sure all of this information is put in writing. Moreover, employees need to understand that violating the policy will bring on consequences (and what the consequences are).
It is also a good idea to address that your employees’ personal profiles can also have an effect on your business. You should be clear that they still work for your company and should be considerate.