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What Makes a Great Social Customer Service Agent?
Flavio Martins
VP of Operations, DigiCert Inc.
Flavio is the VP of Operations and Support at DigiCert, Inc. As an experienced customer service leader, award-winning blogger and customer service fanatic, he’s on a mission to show organisations how to use customer experience as a competitive advantage to win customer loyalty and have greater success.
Here’s an interesting figure: 80% of
companies believe that they provide a
superior customer service… but only 8%
of their customers believe they actually
provide a superior customer service.
There’s a great disconnect today between the
customer service providers deliver and the
expectations of their customers.
Is your business one of the few that actually lives
up to what it believes? If so, then it’s very likely
you’re using some form of social media to enhance
your customer relationships.
There’s a reason it’s called customer “service”. To do all that you can to serve your customers is going to enhance that connection you share with them tremendously,
and as we’ve touched on so many times before, your bottom line is going to be the reflection of how good your customer service actually is.
Be Personable, Be Social
When people have a negative experience with a business, one of the first things they
do is sign into their Facebook and Twitter accounts and proceed to complain. If people
feel cheated, they want to let the whole world know how bad they thought your
business was – how they feel you cheated them. This is actually an opportunity in disguise.
"If people feel cheated,
they want to let the whole world know how bad
they thought your business was.... This is actually an opportunity in
disguise"