Customer service and what you need to be aware of when it comes to social media...

• Customer service must always be 150% delivery whether it is face to face, telephone, blog, social media  or anywhere that represents your business
  
• Customer service does not just mean YOU, it means every person who works for you and represents your brand
• It also means all the people you outsource to, that have any dealings with your customers and whom are representing your business
• It is imperative, whether or not you have an online presence or not, that you monitor your brand not only offline but more importantly, online
• It is always easier to try and appease an unhappy customer than it is to ignore them. Very quickly you will start to see how your customers will use the power of social media to vent their unhappiness and how virally that message can spread and impact your business
  
• You can no longer hide behind substandard customer service, you must continually overdeliver to rise above your competitors and become a leader in your market
  

Some things to think about in your business

• How does your staff manage your complaints?
• How does your staff interact with  prospective customer's enquiries?
• When was the last time you asked your customers what they thought of your products and services?
• When was the last time you actually did something 'by surprise' or totally unexpected to give the WOW experience?
  
• Do you do mystery calls or visits to every area of your business to see how your staff represents your brand?
• Do a search for your name in Google, make sure you have a regular Google alert set up for your personal name, business name, products, website url to understand what conversations are happening amongst consumers out in the market place
• Openly address concerns using twitter, facebook and your blog and address them immediately...people do not mind mistakes as long as they are addressed quickly...and the WOW factor added for extra oomph
  
• Designate someone to be in charge of monitoring your brand, business, urls and feedback online
• Go and follow best practice customer service like http://www.zappos.com
  
• Follow them on twitter and facebook and watch how this billion dollar company manages their customers and clients - they are reknown for EXCEPTIONAL customer service
• Fortune 500 has to say about Zappos 10 commandments
  
• Put some guidelines in place for how you want your staff and your outsourced employees to interact face to face, online and also over the phone with your current or prospective customers
  
• Most importantly understand that the lifeblood of your business is not in the product or services you provide....but in your customer service and more importantly the memorable customer experience they have every time they interact with your business!
• Great blog post on social media monitoring and how to go about it for your business
  

Enjoy

Pam & Steve Brossman

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About The Authors

Pam & Steve Brossman are both passionate Social Media Marketing Speakers, Trainers and Consultants who have been teaching and consulting to small businesses and corporations in Marketing for the last 30 years.

Today they train, coach and consult with entrepreneurs, small business and corporations on the  power of using Social Media to get maximum exposure and results for minimum cost usng the power of social media marketing.

For more information on Pam & Steve Brossman visit http://www.profitablesocialmarketing.com

If you are looking for a keynote speaker, presenter or training for your workshops, offsites or upcomming events please contact our office:

(612) 9960 3080 - Monday - Friday

pam@profitablesocialmarketing.com

steve@profitablesocialmarketing.com

We will be able to discuss our availability, schedule and topics or even create a training program to meet your business needs.

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