Customer service is kind of easy (or at least straightforward) in the real world. You greet a customer and if they have a problem you do your best to deal with it in a polite and courteous manner. If it is a deep and complex problem, you grab your supervisor or set up a meeting.
It’s all quite clear cut in the real world. But on social media, it changes massively. Customer service is not about anything other than managing time well, knowing your customer inside out, and ensuring that you’re as clear as possible when you respond. And that’s only with some of the issues that crop up. In this post we’ll look first at two brands that ‘do’ customer service really well, and then we will offer some pointers for small businesses everywhere.