Date post: | 15-Jul-2015 |
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Business |
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THE 10 COMMANDMENTSOF
CUSTOMER SERVICEON TWITTER
From the Frank Reactions Research StudyCustomer Service: A Twitter Experiment
Get the full report at http://frankreactions.com/twittercs
I. Thou Shalt Be Responsible
• Ensure that one person has clear responsibility for monitoring and responding to Tweets during every time period.
• Have alternates: • Nobody can be on call
and effective 24/7
II. Thou Shalt Not Ignore Evenings & Weekends
Even if thou can not have paid staff on Twitter full-time during evenings and weekends, thou shalt have:• 1 person who is responsible during those
times• With their phone set to alert them whenever
thy brand is mentioned on Twitter
III. Thou Shalt Not Keep Customers in the Dark
• Thy Twitter profile must state when it is staffed, so no one will expect service when thou might not be there.
• Remember to state thy time zone.• Give alternate ways customers can get help
during off-hours.
IV. Thou Shalt Train Thy Staff• Develop procedures
for handling twitter requests in a friendly, professional manner
• Then train thy staff and give them practice
V. Thou Shalt Template Yet Personalize
• Have templated responses for common queries, yet
• Train staff to personalize the responses (at least with the Tweeter’s name)
VI. Thou Shalt Not Treat Customers as Idiots
• Never merely point people back to thy website. They have likely already sought enlightenment there.
• Provide at least the option of another way to get help if they cannot find what they seek.
VII. Thou Shalt DoThe Extra Step
• If thou hast a separate Twitter customer service handle, but a plea appears on thy regular account do not send the weary customer elsewhere, but rather forward the request thyself.
• Have a system that ensures service staff are aware of such requests as they arrive.
VIII. Thou Shalt Never Force Thy Tweeter to Speak
• While it is oft easier to solve a problem through conversation, people who choose to Tweet may fear that mode.
• Thou may offer telephone support as an alternative, but the choice to use it must rest with thy customer.
X. Thou Shalt Monitor Thy Troops
• Thou shalt regularly audit thy Twitter account to ensure that none of thy tribe hath been neglected, and that all requests are being handled promptly and well.