Issa Asad Says Don’t Commit These 4 Social Media Customer Service Mistakes
Technology has advanced to a point where more than half of the world is currently connected to the Internet. This has resulted in companies taking the initiative and evolving their mode of connection to their customers to include social media platforms where the customer’s complaints and comments can be attended to while the whole world watches as the company basically displays their strength or weakness in the area of support.
“As many have made strides, many have also made mistakes that have not only lost them faithful customers but potential ones that are watching the accounts with baited breath to see how issues are handled,” said Issa Asad Florida businessman, social media expert, and entrepreneur. Mr. Asad is also the CEO of Quadrant Holdings and Q Link Wireless, which are located in South Florida. Issa Asad says don’t commit these 4 social media customer service mistakes:
1. Prioritizing Positive Mentions Alone
It is normal to see a positive mention from an appreciative customer and immediately jumping to respond to it, thanking them for leaving the comment and promising to uphold such standards, and absolutely nothing is wrong with this. But it is also normal to want to ignore the negative mentions that insult or ridicule as aspect of your brand, but for the sake of the development of touch company, fight that urge and repost to as many negative mentions as you can. This shows the public how well you deal with negativity and how you handle angry or unsatisfied customers while still maintaining high composure and professionalism and may even sway the complainer back to tour side.
2. Not Solving the Problem Where it Is Reported
Of course it is unreasonable and sometimes illegal to expose all of the details of a customer’s issue publicly on social media, but in events when you can, then do. Trying to hide an issue that has been Pinned to you on Pinterest or Tweeted at you by immediately asking for the customer’s email address to discuss it privately when it is one that can be handled on the platform it was reported sends a negative message to the people watching. It implies that the company has something to hide and even if you are trying to help, the followers take it as a blow off. Try to avoid redirecting them and respond to the issue as soon as possible.
3. Cold Responses
Social media, of all things, is a place where people go to be candid and speak their mind, so they expect the same level of realistic conversations from whoever is replying to them. Using stiff responses that sound like they have been pre-written will make the customers skeptical of the question if it is even a real person.
4. Not Trying Again
Realistically, sometimes, the issue reported on social media is not going to be resolved immediately or at all, so try to compensate the few customers who don’t get their problems with vouchers or coupons that will ensure their return. However, this specific method, as well as the others mentioned, should be handled with care so as not to encourage customers to get angry on social media.