Integrate social media into your customer service

I recently found this great article with 7 Ways to Create a Memorable Customer Experience with Social Media.   They are really simple, but easy to follow steps that everyone can do in their business.  I know we are all time poor so I thought that I would break it down into a step by step guide.

Step 1: Give Your Customers a Place to Talk  

Here is the second step in the series.

Step 2: Integrate Social Media Into Your Customer Service

If you are using social media you will get all kinds of comments on your pages – some good and some bad.  However you need to respond to them just as you would in any other environment.  Don’t be afraid of them – they will happen anyway but being in this environment will mean that you actually have a chance to see them and respond.

Don’t delete these posts unless they are abusive or rude.  If it is a reasonable complaint you are much better to leave it because you are creating a level of transparency and respect.

Have you even had the experience of dealing with negative customer feedback in social media?  How did you manage it?

Here is the link to the full article http://mashable.com/2011/11/03/social-customer-experience/

Related posts:

1. How to Create Memorable Customer Experiences Using Social Media – Step 1 – Give your customers a place to talk
2. 14 Links on How to Create Memorable Customer Experiences
3. Creating Memorable Customer Experiences