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Deliver service via social media

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Use social media to provide top-notch customer service. Follow these tips:

  • Answer quickly. Be clear with employees about how quickly they should answer posts.
  • Address problems with empathy. Recognize the poster and his or her issue. Don’t ignore issues.
  • Provide alternate contact information. Because Twitter limits character counts, provide an email address or phone number for customers to contact you with additional comments or requests.
  • Share positive posts. If someone thanks or praises your organization, share the post.
  • Post tips about your products. Share new ideas for using your products or little-known facts about them.
  • Introduce staff. Feature staff members on a regular basis. Let customers know who is behind the scenes answering their questions and making your products.
  • Do more than sell your product or service. Offer industry-related news, and illustrate your passion for what you do.

— Adapted from “9 Ways Social Media Can Help You Deliver Exceptional Customer Service,” Young Entrepreneur Council, www.businessinsider.com.

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