• June 30

The Importance of Customer Service

Customer service is an art that any business owner or leader of an organization cannot afford to ignore. It doesn’t matter if you sell drainpipes , serve tables or act in a public office . . .  you need to know how to treat your customers, constituents or clients with courtesy, respect and competence.

Social marketing is all about customer service, when it comes down to it. Good companies and organizations answer questions, address concerns and show the public that they’re open and willing to engage in a two-way conversation. They answer questions . . . it’s not the business telling the customer what’s what, or vice versa, it’s a dialogue. This conversation shows a concern for the needs of others.

There are plenty of examples of major companies using social media to improve and expand their customer service efforts. One such company is Comcast. After years of enduring a bad rep in terms of customer service, the cable giant started using Twitter to respond to complaints (@comcastcares). This move has gotten them back on track in the eyes of many consumers. In addition, Zappos.com, Southwest Air, Dell and many others are making strides when it comes to the merging of social media and customer service.

In addition, during tough times, gaining a reputation for fabulous customer service is one way to increase your company’s market share. Responding to the needs of the public is something that never goes out of style, and when the competition gets tough, the company that cares is the one that’s going to come out ahead. Of course, the best way to show that you care is to find new and effective means of communicating with your audience, ie, social media. So why not combine the two? Use social media to enhance your company’s customer service rep and gain further insight about the people that matter to you. It’s a win-win!




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About Author

Hannah Sentenac

With a background in journalism, communications and web strategy/content development, Hannah is a social butterfly at heart, always seeking to redefine and discover new methods of interaction and engagement. Writing is one of her greatest passions, and she enjoys basking in the sunshine of a beautiful beach while coming up with new ideas that will keep her keyboard cranking.