© 2013 The University of Scranton SBDC
Using Social Media
to Improve
Customer Service
© 2013 The University of Scranton SBDC
About the SBDC
We are part of the non-profit Pennsylvania
Small Business Developmen...
© 2013 The University of Scranton SBDC
SBDC consulting is offered at no charge,
thanks to funding and support from:
• The ...
© 2013 The University of Scranton SBDC
About Keith
• SBDC 19 years
• Accountant
• MBA Marketing
• Internet Business
• … an...
© 2013 The University of Scranton SBDC
© 2013 The University of Scranton SBDC
@asbtdc_asu Thanks Herb for
sharing your #socialmedia tools
with #SBDCs at #ASBDC20...
© 2013 The University of Scranton SBDC
© 2013 The University of Scranton SBDC
District Center Manager for Ohio SBDC
at Columbus State since 2002
SBDC State Star ...
© 2013 The University of Scranton SBDC
Where is the Ohio SBDC at Columbus
State
© 2013 The University of Scranton SBDC
www.Ideas2Deals.com
© 2013 The University of Scranton SBDC
Ohio Growth Summit
www.OhioGrowthSummit.com
© 2013 The University of Scranton SBDC
Today’s Objective
• Learn how to use Social Media to Improve
Customer Service.
• Vi...
© 2013 The University of Scranton SBDC
Old School
Give someone good service and they’ll tell a
friend. Give bad customer s...
© 2013 The University of Scranton SBDC
© 2013 The University of Scranton SBDC
Hello
My name is Luka Apps and I am seven years old.
With all my money I got for Ch...
© 2013 The University of Scranton SBDC
Luka, I told Sensei Wu that losing your Jay minifigure was purely
an accident and t...
© 2013 The University of Scranton SBDC
© 2013 The University of Scranton SBDC
How to Listen
Google Alerts, Social Mention, hashtag.org
• NutshellMail (Constant C...
© 2013 The University of Scranton SBDC
© 2013 The University of Scranton SBDC
Listen With Twitter Search
© 2013 The University of Scranton SBDC
Listen With A Reader ~ RSS
© 2013 The University of Scranton SBDC
Listen With Hootsuite
© 2013 The University of Scranton SBDC
© 2013 The University of Scranton SBDC
© 2013 The University of Scranton SBDC
© 2013 The University of Scranton SBDC
© 2013 The University of Scranton SBDC
© 2013 The University of Scranton SBDC
Facebook
• Live Chat with
Customers
• Respond to questions
• Update product info
• ...
© 2013 The University of Scranton SBDC
© 2013 The University of Scranton SBDC
Generate Fan Interest
• Be Interactive
• Listen – Don’t try to control
the conversa...
© 2013 The University of Scranton SBDC
© 2013 The University of Scranton SBDC
© 2013 The University of Scranton SBDC
Twitter
Our SBDC uses Twitter for:
• Sharing valuable business information
• Announ...
© 2013 The University of Scranton SBDC
So how can Twitter help ?
• Use the Twitter Search to listen for your
business, com...
© 2013 The University of Scranton SBDC
Twitter
Customer Service uses include:
• Allows for direct contact with customers
•...
© 2013 The University of Scranton SBDC
Encourage all complaints to go to a
separate Customer Service Account.
Clear them f...
© 2013 The University of Scranton SBDC
© 2013 The University of Scranton SBDC
© 2013 The University of Scranton SBDC
Why Use YouTube?
• Assembly Instructions
• Tutorial Videos
• Customer Testimonials
...
© 2013 The University of Scranton SBDC
Customer Testimonials
© 2013 The University of Scranton SBDC
How To Videos
© 2013 The University of Scranton SBDC
© 2013 The University of Scranton SBDC
Assembly Instructions
© 2013 The University of Scranton SBDC
Crisis Management
© 2013 The University of Scranton SBDC
YouTube Examples
• Tell a story ( Kid President )
• Make a tutorial video ( Bob Dav...
© 2013 The University of Scranton SBDC
YouTube
• Create short (1 minute) small business tips
and/or How to Videos.
• Video...
© 2013 The University of Scranton SBDC
YouTube Rules for Business
• Keep it Short and Simple
• Don’t try to be Perfect (We...
© 2013 The University of Scranton SBDC
© 2013 The University of Scranton SBDC
Why Blog ?
• Share expertise
• Highlight your
accomplishments
• Be known as an expe...
© 2013 The University of Scranton SBDC
© 2013 The University of Scranton SBDC
Great Blogs
• http://thriftydecorchick.blogspot.com
• http://blog.johntunger.com
• ...
© 2013 The University of Scranton SBDC
Respond
© 2013 The University of Scranton SBDC
© 2013 The University of Scranton SBDC
OOPS 
© 2013 The University of Scranton SBDC
© 2013 The University of Scranton SBDC
© 2013 The University of Scranton SBDC
How to Respond ?
© 2013 The University of Scranton SBDC
Tips for Responding
• Learn to say “I’m sorry”
• How can I help you?
• Show other’s...
© 2013 The University of Scranton SBDC
Tips for Responding to
Negative Comments
• Apologize Publicly
• Move client to priv...
© 2013 The University of Scranton SBDC
Mary’s Rule
Treat people the way you want to be treated !!
© 2013 The University of Scranton SBDC
• Listen
• Have a Plan
• Procedures in place
• Who’s responsible?
• Take action
• G...
© 2013 The University of Scranton SBDC
Have Fun with Your Clients !!
© 2013 The University of Scranton SBDC
Engage Your Customers
• Show your human side
• Don’t always be trying
to sell
• Ask...
© 2013 The University of Scranton SBDC
Rules of Engagement
• #mdstories
• Get boss
involved
• Encourage
employees
© 2013 The University of Scranton SBDC
© 2013 The University of Scranton SBDC
© 2013 The University of Scranton SBDC
Other Sites
• LinkedIn.com
• Vine
• SnapChat
• Flickr.com
• Pinterest.com
• Instagr...
© 2013 The University of Scranton SBDC
Moving Forward
• Develop a Plan
• Monitor
• Respond
• Engage Your Customers
• Think...
© 2013 The University of Scranton SBDC
Social Media should not be
your only means of
Customer Service.
When your audience ...
© 2013 The University of Scranton SBDC
www.ScrantonSBDC.com/CustomerServic
e
© 2013 The University of Scranton SBDC
Questions?
© 2013 The University of Scranton SBDC
Thank you!
800 Linden Street
Scranton, Pennsylvania 18510
Phone: (570) 941-7588
Fax...
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2013 Using Social Media for Customer Service

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2013 ASBDC presentation given by Keith D. Yurgosky of The University of Scranton SBDC and Michael Bowers of the Ohio SBDC.

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  • Providing an excellent customer experience is more important today than ever before, as positive and negative word-of-mouth spreads quickly through the social media.
  • 2013 Using Social Media for Customer Service

    1. 1. © 2013 The University of Scranton SBDC Using Social Media to Improve Customer Service
    2. 2. © 2013 The University of Scranton SBDC About the SBDC We are part of the non-profit Pennsylvania Small Business Development Center network and an accredited affiliate of the national network of Small Business Development Centers.
    3. 3. © 2013 The University of Scranton SBDC SBDC consulting is offered at no charge, thanks to funding and support from: • The Commonwealth of Pennsylvania, Department of Community and Economic Development • The United States Small Business Administration • Host Colleges and Universities – in our case, The University of Scranton
    4. 4. © 2013 The University of Scranton SBDC About Keith • SBDC 19 years • Accountant • MBA Marketing • Internet Business • … and more !
    5. 5. © 2013 The University of Scranton SBDC
    6. 6. © 2013 The University of Scranton SBDC @asbtdc_asu Thanks Herb for sharing your #socialmedia tools with #SBDCs at #ASBDC2013 … WE ARE GOING TO MISS YOU !!
    7. 7. © 2013 The University of Scranton SBDC
    8. 8. © 2013 The University of Scranton SBDC District Center Manager for Ohio SBDC at Columbus State since 2002 SBDC State Star for Ohio in 2007 Won the SBA Innovation and Service Center of the Year for Ohio and SBA Region Five in 2007 Won the State of Ohio SBDC Innovation Award 2011 Striving to accelerate the growth of entrepreneurship and small business innovation. Injured Marathoner. What's worth doing is worth doing for 26.2! About Mike
    9. 9. © 2013 The University of Scranton SBDC Where is the Ohio SBDC at Columbus State
    10. 10. © 2013 The University of Scranton SBDC www.Ideas2Deals.com
    11. 11. © 2013 The University of Scranton SBDC Ohio Growth Summit www.OhioGrowthSummit.com
    12. 12. © 2013 The University of Scranton SBDC Today’s Objective • Learn how to use Social Media to Improve Customer Service. • View examples from various Social Media platforms. • Learn about tools that can help your client’s respond in a timely manner.
    13. 13. © 2013 The University of Scranton SBDC Old School Give someone good service and they’ll tell a friend. Give bad customer service and they’ll tell five friends. Today Give someone bad service and they tell thousands of friends. Social Media is Word-of-Mouth on Steroids !!
    14. 14. © 2013 The University of Scranton SBDC
    15. 15. © 2013 The University of Scranton SBDC Hello My name is Luka Apps and I am seven years old. With all my money I got for Christmas I bought the Ninjago kit of the Ultrasonic Raider. The number is 9449. It is really good. My Daddy just took me to Sainsburys and told me to leave the people at home but I took them and I lost Jay ZX at the shop as it fell out of my coat. I am really upset I have lost him. Daddy said to send you a email to see if you will send me another one. I promise I won't take him to the shop again if you can. – Luka
    16. 16. © 2013 The University of Scranton SBDC Luka, I told Sensei Wu that losing your Jay minifigure was purely an accident and that you would never ever ever let it happen ever again. He told me to tell you, "Luka, your father seems like a very wise man. You must always protect your Ninjago minifigures like the dragons protect the Weapons of Spinjitzu!" Sensei Wu also told me it was okay if I sent you a new Jay and told me it would be okay if I included something extra for you because anyone that saves their Christmas money to buy the Ultrasonic Raider must be a really big Ninjago fan. So, I hope you enjoy your Jay minifigure with all his weapons. You will actually have the only Jay minifigure that combines 3 different Jays into one! I am also going to send you a bad guy for him to fight! Just remember, what Sensei Wu said: keep your minifigures protected like the Weapons of Spinjitzu! And of course, always
    17. 17. © 2013 The University of Scranton SBDC
    18. 18. © 2013 The University of Scranton SBDC How to Listen Google Alerts, Social Mention, hashtag.org • NutshellMail (Constant Contact) • Sprout Social • TweetDeck • HootSuite • Tagboard.com One-stop shop to see mentions, messages, & friend/follower activity!
    19. 19. © 2013 The University of Scranton SBDC
    20. 20. © 2013 The University of Scranton SBDC Listen With Twitter Search
    21. 21. © 2013 The University of Scranton SBDC Listen With A Reader ~ RSS
    22. 22. © 2013 The University of Scranton SBDC Listen With Hootsuite
    23. 23. © 2013 The University of Scranton SBDC
    24. 24. © 2013 The University of Scranton SBDC
    25. 25. © 2013 The University of Scranton SBDC
    26. 26. © 2013 The University of Scranton SBDC
    27. 27. © 2013 The University of Scranton SBDC
    28. 28. © 2013 The University of Scranton SBDC Facebook • Live Chat with Customers • Respond to questions • Update product info • Be “friends” with your customers Facebook.com/sbdcscranton
    29. 29. © 2013 The University of Scranton SBDC
    30. 30. © 2013 The University of Scranton SBDC Generate Fan Interest • Be Interactive • Listen – Don’t try to control the conversation • Provide incentives • Engage your customers • Have Fun !
    31. 31. © 2013 The University of Scranton SBDC
    32. 32. © 2013 The University of Scranton SBDC
    33. 33. © 2013 The University of Scranton SBDC Twitter Our SBDC uses Twitter for: • Sharing valuable business information • Announcing new businesses • Highlighting SBDC clients • Promote SBDC training and other events
    34. 34. © 2013 The University of Scranton SBDC So how can Twitter help ? • Use the Twitter Search to listen for your business, competitors, or words that relate to your industry • #Hashtag • Participate by asking questions • Respond quickly
    35. 35. © 2013 The University of Scranton SBDC Twitter Customer Service uses include: • Allows for direct contact with customers • Announcing new products • Reach a new customer base • Answer questions in real time • Allows for transparency “Twitter allows you to respond quickly!“
    36. 36. © 2013 The University of Scranton SBDC Encourage all complaints to go to a separate Customer Service Account. Clear them from your active advertising messages.
    37. 37. © 2013 The University of Scranton SBDC
    38. 38. © 2013 The University of Scranton SBDC
    39. 39. © 2013 The University of Scranton SBDC Why Use YouTube? • Assembly Instructions • Tutorial Videos • Customer Testimonials • Video Response to Questions or Complaints • Online Commercials
    40. 40. © 2013 The University of Scranton SBDC Customer Testimonials
    41. 41. © 2013 The University of Scranton SBDC How To Videos
    42. 42. © 2013 The University of Scranton SBDC
    43. 43. © 2013 The University of Scranton SBDC Assembly Instructions
    44. 44. © 2013 The University of Scranton SBDC Crisis Management
    45. 45. © 2013 The University of Scranton SBDC YouTube Examples • Tell a story ( Kid President ) • Make a tutorial video ( Bob Davies ) • Have Fun ! ( Will It Blend ) • Videos about Yourself ( King Crab Chicago ) • Testimonial Videos ( Dancers Shape )
    46. 46. © 2013 The University of Scranton SBDC YouTube • Create short (1 minute) small business tips and/or How to Videos. • Video response to Customer Questions. • Personalize your customer service!
    47. 47. © 2013 The University of Scranton SBDC YouTube Rules for Business • Keep it Short and Simple • Don’t try to be Perfect (We love amateurs) Not everything works for every business!!
    48. 48. © 2013 The University of Scranton SBDC
    49. 49. © 2013 The University of Scranton SBDC Why Blog ? • Share expertise • Highlight your accomplishments • Be known as an expert in your field • Provide explanations
    50. 50. © 2013 The University of Scranton SBDC
    51. 51. © 2013 The University of Scranton SBDC Great Blogs • http://thriftydecorchick.blogspot.com • http://blog.johntunger.com • http://robertsparrowjones.blogspot.com
    52. 52. © 2013 The University of Scranton SBDC Respond
    53. 53. © 2013 The University of Scranton SBDC
    54. 54. © 2013 The University of Scranton SBDC OOPS 
    55. 55. © 2013 The University of Scranton SBDC
    56. 56. © 2013 The University of Scranton SBDC
    57. 57. © 2013 The University of Scranton SBDC How to Respond ?
    58. 58. © 2013 The University of Scranton SBDC Tips for Responding • Learn to say “I’m sorry” • How can I help you? • Show other’s you are engaged and trying to make things right. • You can not please everyone !
    59. 59. © 2013 The University of Scranton SBDC Tips for Responding to Negative Comments • Apologize Publicly • Move client to private message to deal with problem personally • Be open & honest (transparency) • Turn a Negative into a Positive (Learn from your mistake)
    60. 60. © 2013 The University of Scranton SBDC Mary’s Rule Treat people the way you want to be treated !!
    61. 61. © 2013 The University of Scranton SBDC • Listen • Have a Plan • Procedures in place • Who’s responsible? • Take action • Get to source • Don’t fight back • Reassess
    62. 62. © 2013 The University of Scranton SBDC Have Fun with Your Clients !!
    63. 63. © 2013 The University of Scranton SBDC Engage Your Customers • Show your human side • Don’t always be trying to sell • Ask questions • Stay informed
    64. 64. © 2013 The University of Scranton SBDC Rules of Engagement • #mdstories • Get boss involved • Encourage employees
    65. 65. © 2013 The University of Scranton SBDC
    66. 66. © 2013 The University of Scranton SBDC
    67. 67. © 2013 The University of Scranton SBDC Other Sites • LinkedIn.com • Vine • SnapChat • Flickr.com • Pinterest.com • Instagr.am
    68. 68. © 2013 The University of Scranton SBDC Moving Forward • Develop a Plan • Monitor • Respond • Engage Your Customers • Think Mobile • Don’t try to it all at once • Don’t be afraid to ask for help!!
    69. 69. © 2013 The University of Scranton SBDC Social Media should not be your only means of Customer Service. When your audience believes the only way they’ll get good customer service is by airing their grievances in public, they’re only going to air them publicly in the future.
    70. 70. © 2013 The University of Scranton SBDC www.ScrantonSBDC.com/CustomerServic e
    71. 71. © 2013 The University of Scranton SBDC Questions?
    72. 72. © 2013 The University of Scranton SBDC Thank you! 800 Linden Street Scranton, Pennsylvania 18510 Phone: (570) 941-7588 Fax: (570) 941-4053 E-mail: sbdc@scranton.edu www.scrantonsbdc.com http://scrantonsbdc.wordpress.com/ facebook.com/sbdcscranton @scrantonsbdc

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