Twitter 101: Handling Different Customers Online

November 8, 2012
Good customer service practices are a must in both the real world and online. Since many clients and companies are seeking business and closing deals on social media platforms like Twitter, it?s essential to know how to properly manage complaints and queries. Many companies and businesses today understand the importance of using social media when aiming to spread their brands further. Websites like Twitter have begun focusing on online advertising capabilities. Firms that have a solid online marketing strategy have found themselves getting relevant feedback and a wave of new customers to grow their business for the long term. If you wish to keep clients for several months or years, you should know how to manage and provide for their needs, as well as handle complaints properly. There are a number of basic techniques to learn on #Twitter to ensure that your clients stay content and continue to spread positive news about you.

1. Identify the problem.

Whenever you deal with dissatisfied customers, it is necessary to get accurate information about the existing problem. The problem should be actual and must be specific in nature. Ask questions to properly identify the situation and allow the client to vent out their frustrations. Some companies set up two accounts on Twitter. The second account will be specifically tasked to manage customer complaints and get feedback. It is a very useful approach that allows customers to forward their concerns to the right place.

2. Provide solutions.

Effective customer service approach will provide useful and accurate solutions based on the identified problem or situation.

Provide instructions as necessary or give more information that will help resolve the current predicament. The approach should be based on the problem with particular concern for the customer. However, if you?re dealing with an emotionally distraught customer, it?s important to concentrate on the issue and not get involved or be too affected with the emotional side.

3. Give thanks.

Thank the customer for forwarding the complaint or whenever clients give positive or even negative comments. The idea is to continually be aware of the strong and weak points of your business. Whenever the Twitter account is tagged by the client, respond properly and acknowledge that you have read the comment.

Also indicate that you are currently handling the issue and will be giving support and effective resolutions. Assure the client that you are documenting the information they have provided and can make arrangements to fix the problem or compensate for any loss or damage.

4. Keep clients updated.

Research the problem and possible solutions then keep the client updated. Maintain the conversation if the task will require a few days. Some complaints and concerns may not have straightforward solutions in the meantime but constantly giving alternative methods will help alleviate tempers and lighten the load on the situation. Should there be developments on the issue or new approaches and products that could help, provide these to the client and give instructions on how they can fix the problem. Be honest about the resolutions and their relative effects.

5. Keep clients interested.

Find time to respond to requests, queries and other concerns regularly. It?s best to give a personal touch in the way you converse with the target market. You will seem more approachable and fun to discuss with on Twitter. Share photos, update information and set up contests and other small online events that will grab their attention. Overall, while you may not see your clients online, what you write in under 140 characters will certainly matter. Give your Twitter following the time and attention it needs. If you have a big business, it's best to allocate a team whose goal is solely to handle customer queries and comments. Remember, an irate customer may be upset at the start, but when his or her complaint is acknowledged, thanked and then assured of an action, the situation becomes less stressful for both parties -- and the more likely that person will continue patronizing your brand.

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