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Using Social Media for Great Customer Service
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Using Social Media for Great Customer Service

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Presentation to the 2014 UK Ombudsman Annual Meeting on how to use social media to deliver great customer service - particularly in highly regulated environments

Presentation to the 2014 UK Ombudsman Annual Meeting on how to use social media to deliver great customer service - particularly in highly regulated environments

Published in Marketing
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Transcript

  • 1. The Social Customer Ten Considerations Jane Wilson @thatwilsonwoman
  • 2. 1. From Last Resort to First Resort
  • 3. Why? • Because its public • It’s quicker than waiting in a call centre queue • It can circumvent your established processes • It can be instant • It can gather momentum • It can help spread news • Because it’s natural Example discussed: United Airlines / Marybeth Cadotte
  • 4. 2. Know Thyself (or the version you want public)
  • 5. 3. Real Time is the Only Time
  • 6. “We’re sorry, our customer service office is now closed. Please call back between 9am and 5pm Monday to Friday.”
  • 7. Bank response times Bank Ave Response Time Nationwide 10 minutes NatWest Under 20 minutes Lloyds Under 20 minutes HSBC Under 20 minutes RBS 4 hours Santander 5 hours Source: Radio 4 MoneyBox, 10 May 2014
  • 8. 4. Emotional & Human
  • 9. “I’m so sorry Ms Wilson. 75 days is an unacceptable length of time to open a business account for an existing customer. I apologise on behalf of Bank of Scotland and understand if you wish to complain to our Ombudsman”
  • 10. It’s personal and important
  • 11. 5. But not too Emotional .. and never argue!
  • 12. 6. You cant impose your rules on SM
  • 13. 7. Can you resolve the issue?
  • 14. 8. Create the right internal structure & guidelines (don’t automate!)
  • 15. 9. Work within your Regulatory Restrictions
  • 16. 10. Be honest Examples: Argos, O2
  • 17. The Social Customer Jane Wilson @thatwilsonwoman