Social media is a new marketing strategy that companies use to reach new customers and keep in touch with current ones. Almost everyone has a social media account which makes it easier for consumers to communicate with their favorite brands.
Although social media access is very convenient, it also involves higher chances of a company being involved in negative publicity. Poor customer service, stock market crashes and even workplace controversies can go viral in second if not easily contained. Here are ways to avoid being in the center of social media drama.
1. Provide excellent customer service
The number one reason people take issues to social media is because they received poor customer service from inbound call center agents. In most cases, posts become viral when many consumers can relate to it. The best way to prevent these posts from making rounds on the internet is to make sure that everyone gets fair treatment which is excellent customer service.
2. Open communication lines
In some cases, people vent out on social media because they do not know who to call. Be sure to publish customer service hotline numbers and enable social media private messaging so the company can immediately address customer issues. Philippine call center agents will be glad to help customers out through these channels.
3. Understand the importance of customer resources
Understand that the customer is busy or has a financial timeline to follow. Customers want quality work delivered at their most convenient time. Outbound call center agents should call at times that the customer agrees upon and not bother them anytime throughout the day.
4. Be Clear
It is poor customer service to tell the customer to read the contract or anything else on their own. Terms and conditions should be explained to them as well as why certain issues have arise. Inform them if a new policy changes and let them know if something will be offline beforehand.