Customer service using Facebook has become more commonplace than in years past. Facebook has the potential to help you reach a huge market of potential customers. Facebook has approximately 1.038 billion active users on a daily basis. Of course, not all of those users are going to be your target demographic, but with that many active users you can be certain that there are the exact people you want to reach on the social media giant.
If you don’t already have a Facebook page for your business, then you’ll want one. Use colors and logos that your customers are already familiar with. However, as with any online forum where your customers can interact with you, you may get some feedback from time to time that isn’t so positive. This is where you have a chance to shine and fix things not only with that particular customer, but with everyone else who is watching to see how you handle the complaint.
Customer Service Using Facebook
There is an old saying in business and that is that the customer is always right. The reason for this saying is simple. Even if the customer isn’t right, if you don’t treat him like he is you are going to lose a customer forever and likely all of his family and friends as he goes about telling everyone what a poor job you did in handling the situation.
Providing customer service using Facebook should be no different than a face-to-face customer service experience. Keep in mind:
- Just because you’re behind a computer screen doesn’t mean you can say whatever you want to the customer. You should still always maintain absolute politeness and concern for the customer’s needs.
- If you have other employees handling your customer service using Facebook, you’ll want to put your customer service policies in writing. The employee should refer to those policies when dealing with the customer. Also, make sure you fully train those employees by doing role playing and teaching them how you want them to interact with your customers.
- Be passionate about providing superior service and keeping your company’s integrity.
- Even if you suspect the customer is lying about the problem, always give him the benefit of the doubt and think the best of your customer.
- Assume responsibility for mistakes. Every business makes mistakes. It is how you handle the mistake and how you rectify the situation that makes you stand out from the crowd and gain loyal customers for life.
- According to Entrepreneur, the things that customers value above all else include “attention, dependability, promptness and competence.”
How well are you providing all of these things via social media?
Answering Customer Questions
People who are considering using your services or buying your product will start by visiting your Facebook page or website. They may then interact with your company’s representatives by asking questions about anything they are uncertain of.
This is your chance not only to turn them from a person asking questions into a customer, but also to answer the same question for anyone else who visits your Facebook page and reads your answer.
For example, let’s say that a young lady who is considering signing up for a Paint and Sip event at your venue comes to your Facebook page and asks: “I’m thinking about bringing my sister to the Full Moon event on Friday. How old do you have to be to attend?”
Here are some things you can do that will impress this young lady:
- Answer quickly. People are used to an almost immediate response online, so give her one. If you have to hire people to specifically handle your social media pages, then do so.
- Answer decisively. Know the answer to the question and answer it in full and then give some more information. So you might answer this potential customer like this: “Hi Hannah! For the Full Moon event, you have to be 21 as we’re serving wine. However, we have a similar event on Saturday that is for all ages but with the same painting. We’d love to have you and your sister join us. Please let me know if you have any other questions.”
- Follow up: If the person doesn’t respond back on social media, follow-up with a private message with the same info and tell her you just wanted to make sure she saw the response.
Social media is a powerful forum. You should be using Facebook to promote your events and get the word out. When it comes to the customer service issues that crop up, just remember that it is actually easier to deal with a difficult customer online because you have time to think through your responses and they can’t see the expression on your face or hear the tone in your voice. Always err on the side of the customer and you’ll develop a stellar online reputation.