CUSTOMER SERVICE - How do big companies use social for service?July 12 2015, Social Media Service, Shared with team

Because customer service is no longer about being the FAQ center for your customers, but an opportunity to become their best friend, its important my agents are well versed in being sociable.

Here the things they will need to learn to do well:1. Unrelated Questions1. Is #gameofthrones being telecasted in india? to Tata DoCoMo, to which the brand responded with irrelevant product comments.2. Always answer the customers question, even if it has nothing to do with the product.2. React to Feedback1. When told their service was disappointing, Axis Bank asked customers to fill out form instead of responding to concern.2. Always respond to feedback on the spot. Any formal tracking should be done manually on the backend.3. Understand Sarcasm1. Customer is being sarcastic about service at Citibank, the team recognizes it right away.2. Train team to recognize sarcasm vs statements.4. Start a Conversation1. To learn more about customers needs, initiate conversations constantly.2. We do this by pinging customers on the website right now, later well do it through content thats shareable.5. Continue Conversation1. Instead of just answering the question asked, probe deeper to see what lies underneath the inquiry.2. Train team to always ask WHY the question came up.

With this in mind I look forward to build an army of super social best friends so deploy to make customers feel loved.