Having access to readily available information 24/7 has turned us into an impatient culture. Studies show that 42% of customers who have voiced a concern on a social network expect an answer within 60 minutes or less.
We all understand how frustrating it is to voice a concern about a company or brand and then have to wait an extraordinarily long time for a response or resolution. While we know (or at least hope) that the response is coming, timing is everything and a company that waits too long can quickly rise to the top of the poop list.
Before you start to freak out about whether or not you even have the resources in place to handle that kind of turnaround time, here are some easy ways to appeal to your customers.
- Treat positive and negative reviews the same and answer each query promptly. NEVER ignore a comment that has been posted on your wall and try to turn a bad situation around (here’s where your customer service skills can really shine!).
- Take ownership when things go bad. The worst thing you can do is blame the customer (remember that he/she is ALWAYS right). A “sorry” really does go a long way and a good faith gesture will speak volumes about how you conduct business.
- Listen to what the customer is trying to tell you. Set up Google Alerts and nip things in the bud as quickly as you can. Also, read into what a particular customer is saying. Is there a better way of doing things that you haven’t explored yet?