I am involved in a social media team for a NZ brand so I am used to having customers tweet our account with the occasional problem, grizzle and the like. Of course, we also get a lot of compliments too! Recently I have also been on the other side of the fence and have been dealing with a few large NZ and overseas companies/government agencies via Twitter for a mixture of support and customer service issues. It’s probably a bit like a doctor getting sick and finding out what the health system is actually like – or maybe not quite as extreme, but you get the idea.
Here are 5 mistakes that are pretty common with a large Twitter account, but easily fixed.
1. Ask them to DM you – but you aren’t following them so they can’t. This wont put an annoyed customer in a better mood.
2. Ask them for their email address rather than giving them yours. This forces the customer to communicate with you via Twitter until you email them.
3. Not responding to the customer to tell them what you are doing and what they should expect. You might be running around like a mad thing getting hold of the right people internally who can deal with the issue but the customer doesn’t know that. Silence can be deafening.
4. No updates if the issue stretches over a period of time – even if it is just that there is no update! Just showing that you are following up and haven’t forgotten the customer speaks volumes.
5. Overuse of generic or standard lines that sound like a robot eg “we value your feedback”. Personalise your tweets so you sound like a human. Its not hard.
The rewards of following some basic customer service principles can be great. This is one of my favourite tweets. Ever.
I think @asbbank may have just retained hundreds of thousands of dollars of business via twitter. Stupendously impressive service.