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Episode 237 – 9 Great Social Media Responses

 A free-form Friday episode. On Friday we go freestyle and talk about whatever we want. Because it’s Friday!

 

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The Socially Supportive Podcast is part of the C-Suite Radio Network

Announcements:

  • Catch me on Twitter! @FSaucier

  • New Book coming soon: What Customers Want

“To listen closely and reply well is the highest perfection we are able to attain in the art of conversation.” – Francois de La Rochefoucauld

Book of the Day: Be Amazing or Go Home: Seven Customer Service Habits That Create Confidence with Everyone – Shep Hyken

9 Great Social Media Responses

  1. That’s not the experience we want you to have.
    • This lets customers know you don’t intend for them to have a negative experience. Share then how you want them to feel.
  2. You’ve come to the right place.
    • This neutralizes the customer’s fear that you are going to be unhelpful or make things worse.
  3. Let me get to the bottom of this for you.
    • Requesting permission to provide assistance in an authoritative way reassures the customer.
  4. Are you still having trouble?
    • If a customer reports trouble with your products/services indirectly, feel free to ask if they’re still having trouble as a conversation starter.
  5. Thanks for letting us know about this.
    • When an issue is reported, let customers know you’re glad they brought this to your attention so that You can address their concerns
  6. We want you to be happy with your product/service.
    • Let customers know that your company is there to provide products/services customers are happy with.
  7. (Answer question first..) and here’s a link with more information.
    • When appropriate, do extra for the customer by providing links to articles, maps, nearby restaurants, any additional data that could be relevant or useful to the situation.
  8. I like (fill in the blank) too!!
    • If your agents like Star Wars, and your customer mentions liking Star Wars, encourage them to share that with the customer! It helps make a connection with the customer. Be sincere, though.
  9. I’m so glad we could help/resolve your concern!
    • Don’t forget that after resolving the customer’s issue publicly or privately, it’s a good idea to publicly thank the customer for allowing you to solve their issue.

Brought to you by:

    • The Social Pack: Get on the inside to stay on the topside. Join today!
    • ParknFly: Save 10% off Posted Rate Reserve Now 
    • bluehostThe Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
    • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
    • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or close outs. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
    • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best micro breweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
    • OneTravel: Search and compare flights from over 450 airlines.

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About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

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