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In our last video we talked about how Customer Service Is An Attitude and today we are going to dig deeper into this topic and start a discussion how we should handle dissatisfied customers in social media. Social media is not a new easy quick fix solution for your customer service department, it’s a new communication tool and it forces companies to answer in real-time. If you can’t handle the real time factor your social media presence could be devastating.
Use the H.E.A.T model to manage unhappy customers
We can see how companies who start using Twitter and Facebook to support their customers fail to follow through and create satisfied customers online. Very often the customer support only reply with: Sorry! We apologize! We will fix it! This is a very superficial service attitude and it doesn’t develop the relationship and remember it hasn’t anything to do with Twitter or Facebook if you should succeed it’s all about having a helping attitude towards your customers. The H.E.A.T Model is a great way to really follow through and give authentic service to your customers.
Social media puts light on the original problem
Maybe the biggest takeaway when companies integrate social media into their customer support department is that they start to engage with a real time mindset and also building the back end to solve the problems that created the customer dissatisfaction in the first place and then prevent repeat this problem in the future.
It’s your turn
What did you think about the H.E.A.T model? Do you have another idea? How should we handle dissatisfied customers? Please let us know!
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About Mattias Gronborg
When a customer service problem arises, we need to act promptly. Taking care of things fast is the best way to avoid many other problems. I think the tips you have here would work in any situation, not just those with social media. Thanks for sharing!
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