How to use social media to build your customer service in business.

1. The unique benefits & challenges
of delivering customer care
through social media

2. Unique Draws of Using Social
Media for Customer Care
• Testimonials
• Brand ambassadors
• Word of mouth
• Relationships/Community
• Valuable knowledge
@karidbn

3. @networkexplode

4. facebook.com/kari.lancaster

6. Social Media Platforms
facebook.com/kari.lancaster
facebook,com/networkexplosion
@karidbn
@networkexplode
@karidbn
@networkexplosion
+KarenLancaster1
+NetworkExplosionCoZa
Karen Petersen Lancaster
Network Explosion

7. Facebook Messenger
http://www.socialmediaexaminer.com/how-to-use-facebook-messenger-for-your-business/

8. Unique Difficulties of Using
Social Media for Customer Care
• Public forum
• Response time
• Risks of automation
• Customer service plan
facebook.com/networkexplosion

11. @karidbn

12. ITS NOT ONLY CUSTOMER CARE…

13. How to Use Social Media Well
@networkexplosion

14. Have a Strategy in Place
• Overall business strategy
• Know your audience
• Editorial calendar with main topics
• Create a presence
• Engage
• Who does what?
• CTA
• Measure
Karen Petersen Lancaster

15. Have a Plan for Managing Customer Service
• Create unforgettable experiences – West Jet Christmas miracle

16. Have a Plan for Managing Customer Service
• Create unforgettable experiences
Network Explosion

17. Pay Attention - Listen
• Use Listening tools
+KarenLancaster1

18. Go the Extra Mile
+NetworkExplosionCoZa

19. Develop a Process

20. Train Staff

21. Address Complaints & Take Action

22. Be comfortable with letting a customer
complaint play out in public without trying
to control every aspect of it

26. Develop a customer service reputation
• FNB - @RBJacobs

29. Ask for feedback

30. Thank-You