ENERGISE2-0.COM
Best Practice Social
Customer Service
Response Guidelines
Dr Jim Hamill
jim.hamill@energise2-0.com
www.twi...
ENERGISE2-0.COM
Response Guidelines for Social
Customer Service Staff
ENERGISE2-0.COM
Response Guidelines
• Response guidelines presented in the following areas:
– Be Human
– Proactively Promo...
ENERGISE2-0.COM
Be Human
• Identify yourself at login and periodically through your
session; use ^XX (for initials ) when ...
ENERGISE2-0.COM
Proactively Promote the Channel
• Proactively promote the channel for customer service
• State how comment...
ENERGISE2-0.COM
Notify and Plan Ahead
• Plan ahead
• Pre-emptively notify potential disruptions as soon as possible
• Prov...
ENERGISE2-0.COM
Set the Tone
• Proactively set the tone
• Pleasant and positive
• Acknowledge the issues, don’t deny
• Apo...
ENERGISE2-0.COM
Prioritise
• A speedy response is required to most comments/complaints
• But it is also important to prior...
ENERGISE2-0.COM
Set Boundaries
• Do not respond to comments using foul or abusive language
• Periodic posts to remind cust...
ENERGISE2-0.COM
When to Take Off Channel
• Connected customers expect their ‘socialised’ questions to be
answered using th...
ENERGISE2-0.COM
Close the Loop
• It is critical to take ownership of the customer’s problem and
provide a solution or acce...
ENERGISE2-0.COM
Crisis Periods
• Special Guidelines should be developed covering potential
crisis periods
Suggested Worksheets for Developing an
agreed Social Customer Service Response
Policy
These can be used as part of Staff T...
Worksheet for Response Guidelines
Comment Category: Topic X
Subject Typical Comment Suggested Response Additional
Comments...
Worksheet for Response Guidelines
Comment Category: Topic Y
Subject Typical Comment Suggested Response Additional
Comments...
Questions / Discussion
Next Steps
Thank You
Upcoming SlideShare
Loading in …5
×

Best Practice Social Customer Service Response Guidelines

1,138 views

Published on

Response Guidelines for Social Customer Service Staff

Published in: Business, Technology
0 Comments
3 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
1,138
On SlideShare
0
From Embeds
0
Number of Embeds
2
Actions
Shares
0
Downloads
31
Comments
0
Likes
3
Embeds 0
No embeds

No notes for slide

Best Practice Social Customer Service Response Guidelines

  1. 1. ENERGISE2-0.COM Best Practice Social Customer Service Response Guidelines Dr Jim Hamill jim.hamill@energise2-0.com www.twitter.com/drjimhamill www.energise2-0.com 23/09/13
  2. 2. ENERGISE2-0.COM Response Guidelines for Social Customer Service Staff
  3. 3. ENERGISE2-0.COM Response Guidelines • Response guidelines presented in the following areas: – Be Human – Proactively Promote the Channel – Pre-empt and Plan Ahead – Set the Tone – Prioritise – Set Boundaries – When to Take Off Channel – Close the Loop – Crisis Periods
  4. 4. ENERGISE2-0.COM Be Human • Identify yourself at login and periodically through your session; use ^XX (for initials ) when posting • Be personal but don’t take it personally • Keep it cool and avoid fights, especially with trolls • Avoid formal, corporate language • Follow guidelines but there is no formal script to follow • Demonstrate your commitment to customer service • Be honest and transparent at all times
  5. 5. ENERGISE2-0.COM Proactively Promote the Channel • Proactively promote the channel for customer service • State how comments, complaints and enquiries will be handled • Always respond directly • Only signpost when appropriate (see later)
  6. 6. ENERGISE2-0.COM Notify and Plan Ahead • Plan ahead • Pre-emptively notify potential disruptions as soon as possible • Provide ‘heads-up’ on other possible issues • Cross promote across channels if appropriate • Use clear categories e.g. NEW, CLEAR,INFO
  7. 7. ENERGISE2-0.COM Set the Tone • Proactively set the tone • Pleasant and positive • Acknowledge the issues, don’t deny • Apologise when appropriate to do so • State you have investigated and express regret for poor service • Mention the steps being taken to avoid re-occurrence • Avoid formal language/ ‘corporate speak’ • Don’t get angry and avoid gaffs at all costs • Express thanks for positive comments
  8. 8. ENERGISE2-0.COM Prioritise • A speedy response is required to most comments/complaints • But it is also important to prioritise the speed of response depending on the importance of the comment and likely impact on brand reputation • Some comments do not merit a response e.g. most rants
  9. 9. ENERGISE2-0.COM Set Boundaries • Do not respond to comments using foul or abusive language • Periodic posts to remind customers of acceptable use policies and that posts using foul or abusive language will not be answered • Remind people, when appropriate, that you are trying to help them – this will often bring an apology and a more positive tone
  10. 10. ENERGISE2-0.COM When to Take Off Channel • Connected customers expect their ‘socialised’ questions to be answered using the same social channel • Signposting to other sources of help should be kept to an absolute minimum and only when necessary to do so e.g. refunds • Twitter DM and FB Messaging can be used for private conversations when necessary
  11. 11. ENERGISE2-0.COM Close the Loop • It is critical to take ownership of the customer’s problem and provide a solution or acceptable response • Even when referring the customer to other sources of support, it is critical to ensure that this generates prompt action
  12. 12. ENERGISE2-0.COM Crisis Periods • Special Guidelines should be developed covering potential crisis periods
  13. 13. Suggested Worksheets for Developing an agreed Social Customer Service Response Policy These can be used as part of Staff Training based on accepted ‘best practice’
  14. 14. Worksheet for Response Guidelines Comment Category: Topic X Subject Typical Comment Suggested Response Additional Comments Notes: e.g. differences between FB and Twitter
  15. 15. Worksheet for Response Guidelines Comment Category: Topic Y Subject Typical Comment Suggested Response Additional Comments Notes: e.g. differences between FB and Twitter
  16. 16. Questions / Discussion Next Steps
  17. 17. Thank You

×