5 Social Customer Service Best Practices
SEPTEMBER 6, 2016
Twitter introduced a feature that allows customers to send you direct messages directly from your site. Late last year, Facebook improved pages’ customer service tools and integrated customer service bots into its Messenger app. You should have resources to support your customer service. Customers expect a near-immediate response.
Guest Post: 4 Reasons #PR Pros Need Customer Service Skills
SEPTEMBER 14, 2015
During my career, I have noticed that one particular skill is often overlooked when it comes to training new PR pros and that is customer service. You might wonder what has customer service to do with PR? A lot. reasons PR pros need customer service skills: Put yourself in their shoes. That’s the first rule taught in customer service trainings.
Five Steps to Insanely Good Customer Service
FEBRUARY 26, 2015
Recently, I received the most incredible customer service. This amazing customer service came from my Internet/cable/wireless provider. Bell Media owns 30 local television stations; 35 specialty channels; and four pay TV services. Rogers Wireless is Canada’s largest voice and data communications services provider. By Lindsay Bell. Over a weekend.
Customer Service: Five Behaviors to Use
APRIL 28, 2015
By Adam Toporek Perhaps one of the greatest challenges in customer service is that we do not control the filter through which our customers interpret our words, our gestures, or our actions. Working on the front lines of customer service brings the challenges of human psychology into stark and immediate relief. However, the puzzle wasn’t the experiment.
PR Lessons from Running a Customer Service Office
OCTOBER 27, 2015
Five years ago I embarked on an adventure to manage a customer service office for a logistic company located on the Madrid fairgrounds. Today, I want to share with you five PR lessons I learned in those five years of heading a customer service office. Five PR Lessons from a Customer Service Office. 1. By Corina Manea. It’s all about your team. Probably.
Friday Roundup: Customer Service
MAY 17, 2013
Today’s roundup focuses on one of the most important aspects of any business, customer service. Here are five posts looking at the importance of customer service (including its importance in public relations). Why: Adam Toporek explains why a great product alone can’t make up for below average customer service. 2. On Falling in Love…and Public Relations.
One Very Important Element that Most Customer Service Programs Lack Today
JULY 9, 2014
Customer service programs and trainings are important. However, one area of the customer service training that often gets overlooked is issues management. Issues management is an important part of customer service. That said, your customer service program should include a training on effective issues management. Escalation protocols.
PR Service or Customer Service? Why Always Saying “Yes” Damages Client Relationships
SEPTEMBER 13, 2016
PR service isn’t customer service. Behind a counter, it’s good for business to go along with all of your customer’s wishes. What looks like over servicing can sometimes be inefficiency. Client relations are not customer service. customer is always right, but a client is an equal who sometimes needs your guidance. Is this new task within scope?
Good Customer Service Starts at Your Front Door
SEPTEMBER 27, 2012
It’s a young employee, whose duties entail greeting customers and facilitating their ultimate seating, taking the initiative to reach out to an as-yet-unconfirmed customer and make him feel welcome. The service is impeccably smooth; the food is great. People who feel good about their experience with your product or service are likely to become repeat customers.
A Client Breakup is Hard: Learn And Move Forward
JULY 25, 2016
Related Stories Why You Need a Messenger Platform On Your Website Cultivate a Culture-Driven Customer Experience The Five Traits of Difficult Clients. Have you ever asked your clients: “What does my competition have to do to get your business?” This is a bold, yet a great question that can help you sense an imminent breakup with your client.
In customer service, is social media the new email?
MARCH 4, 2016
Organizations across the United Kingdom are increasing their customer service reach through social media. Recent data from Eptica show that in 2016, brand managers answered customer inquiries more efficiently on Facebook (44 percent) and Twitter (48 percent) than by using email (38 percent). To interact with customers in the U.S., Image via
TCIP #014 – Toronto Police Service, Their Customer Service and Crisis Preparedness with Chris Boddy
SEPTEMBER 7, 2014
Like many others, the Toronto Police Service is looking for opportunities to build efficiency and effectiveness within their agency. For starters, they’ve developed a Strategy Management Unit with a strong customer service component. Within this unit, they’re in the process of developing a customer service strategy for the Toronto Police Service, with a heavy focus on internal customer service to start. found this to be quite an interesting (and great) approach – a police department focusing on customer service.
Friday Wrap #169: Wikipedia purges editors, GM CEO on Facebook, sad state of social customer service
Holtz Communication + Technology
SEPTEMBER 4, 2015
Smart companies will take ownership of their issues and be transparent about efforts to address them, even collaborating with customers and other stakeholders to find solutions. is about: storytelling and immersive customer experiences.” Brands are busy posting content four times as often as they reply to customer inquiries. Start making the case for social customer care.
How to use social media to win at customer service
FEBRUARY 1, 2016
Social media has become the customer service center for most organizations, large and small. Interacting on social media is important because it lets customers know you care—and they also expect it. That’s how long it takes for brand managers to respond, but the study revealed that customers’ expected wait times are drastically lower: Email: 6 hours. Facebook: 6 hours.
Friday Wrap #118: More 9/11 abuse, corporate blogging declines, customer service as experience
Holtz Communication + Technology
SEPTEMBER 12, 2014
California law protects customer reviews —In an effort to keep consumers from posting negative reviews, some companies post non-disparagement clauses as part of the terms and conditions for buying a product. Paid social ads convert more customers —Paid ads on social networks have better conversion rates than organic content. “Remember the dead. By the way, burgers.”
4 reasons to bring back ‘old school’ customer service
APRIL 11, 2016
Digital marketing has exploded, and organizations have innovated wildly to meet customer expectations. Sleek, streamlined, fast-paced organizations abound, and although it’s what customers want, there’s something cold and impersonal about many 21 st -century transactions. No matter how high-tech your service becomes, it’s important to remember that you're still serving human beings.
When Chinese New Year Made for Smart Customer Service and PR
FEBRUARY 11, 2013
However, in addition to sometimes working as a great way of getting your story out, this can also be a very good customer appreciation (and, therefore, customer retention) practice. But instead of trying to estimate the cost of other services, etc., So if they bought 200 tickets/envelopes, that’s $250 spent on a customer promotion (over and above their regular expenses).
Chatbots, customer service, and public relations
JANUARY 12, 2017
As chatbots become more common and frequently used and customers—particularly millennials—are comfortable interacting with them, we can expect their use by brands to soar. If marketing and customer service are using chatbots, what are the implications for communications and PR? Customer service and PR go hand-in-hand, for both the good and the bad.
4 ways to improve your customer service online
FEBRUARY 5, 2016
Customers frequently use social media to interact with organizations whose products and services they favor. It’s important for brand managers to be aware of their online presence and to use social media to provide customer service. successful “social service” strategy depends on your ability to recognize and address both positive and negative customer feedback.
Study: Get personal with customer service on Twitter
AUGUST 17, 2015
In a piece of advice that should not come as a surprise to social media practitioners (yet probably still will), Twitter suggests that you should make your customer service more human. For a breakdown of the Twitter study and some tips on how you can improve your customer service, check out the infographic from Twitter below: (Image via But don’t take this too far.
Public Relations and Customer Service: The Two Faces Of Your Company
PR in Your Pajamas
JUNE 5, 2014
Public relations (PR) and customer service are considered two separate disciplines and areas of responsibility. PR and customer service are two angles of a company’s face. Customer service is the company’s face that’s presented to its customers. Where PR and Customer Service Intersect. Social media amplifies this.
3 social customer service lessons from Olive Garden
JANUARY 21, 2015
An agency created promotions and campaigns for Olive Garden''s social media, and its job was to push messages—not help customers. RELATED: Attend our Disney summit to discover how to engage customers, employees and the media online. ]. 3. Sikora says bringing in the guest relations team early helped the social media team understand the nuances of customer service.
Comcast triples social media customer service team
MARCH 24, 2015
Comcast has become synonymous with terrible customer service, but now the cable and Internet giant is trying to change that—by throwing more people at the problem. These 40 “social care specialists” will solely handle customer complaints on social media, according to reports. This will triple the current size of its social media customer service team. Image via
Social media unpopular for customer service
JANUARY 23, 2015
According to a new study, customer service is not one of them. M2Talk surveyed 1,000 people nationwide to see which platforms are the most popular forms of customer service. The study, entitled " Consumer Behavior and Customer Service Report ,” reports phone as the most popular way to get in touch with a company that has wronged you, with 33.5
Why Word-of-Mouth Means Little Once You’ve Lost a Customer
NOVEMBER 10, 2015
But it is often companies with the worst service that suffer from the worst of word-of-mouth, and this far more influences a buyer than positive recommendations. Eighty-six percent of consumers have stopped doing business with a company because of a bad customer experience. Can a recommendation cancel out a customer’s bad feeling towards a company and help to win them back?
Fight or Flight: Responding to a PR Crisis
DECEMBER 10, 2014
My uncle and dad boxed in the service, while my cousins boxed Golden Glove. And, when you take to Twitter and Facebook to complain about a company or their service until they finally take action…is that you being a bully? From a customer service perspective, a company facing a disgruntled – some might say bullying – customer isn’t allowed to fight.
Why Customer Service and Social Media Must Learn to Work Together
DECEMBER 10, 2014
As social media has become more and more popular throughout the world, it is important for companies to adopt a new outlook toward customer service. Below is a guest post by Elizabeth Victor, a brand advisor for iSentia. She enjoys sharing tips on media monitoring and analysis. You can find her on Twitter and Google+. Social Business
Beware Social Media Faux Pas During The Holidays
DECEMBER 22, 2014
But as the following examples illustrate, even big brands fall prey to social media missteps that cost them some holiday goodwill, and even worse, paying customers. Typical customer messages included such tweets as, “Do they support fun marriage?” Keep your channels open for customer service 24/7. So the planning team decided to say what we meant: ‘fun.’
Spirit Airlines touts automated social media customer service
JUNE 9, 2015
Spirit has a history of an almost adversarial relationship with customers, and has gotten its fair share of negative comments in social media. Because that’s what irate customers want—another automated response. Even the organization’s broadcasted tweets are apparently automated with customized social media tiles that, if we’re to believe the brand, no human had a hand in creating: [AUTOPILOT//POWER ON] Let’s do this! That now includes social media. The brand has renamed the Twitter presence the Spirit Autopilot. Clearly, it’s a gimmick. pic.twitter.com/AmUfEW8xAK.
Three Ways to Optimize Client Communication
JANUARY 3, 2017
Good customer service heavily depends on your communication with clients. Forster offer good customer service Optimize Communication With Clients productivity tools set up a communication process with clients set up effective client meetings slack TrelloWhen conflicts arise, the solution is often as simple as communicating to uncover the problem.
Why You Need a Messenger Platform On Your Website
JUNE 13, 2016
Related Stories Cultivate a Culture-Driven Customer Experience Four Elements of Successful Brand Storytelling Use SEO to Augment Your Business Development Plan. Messenger platforms are all the rage right now. These platforms set themselves apart from traditional Live Chat as they are more intuitive to use, and can be used for a variety of things.
5 Social Customer Experience Principles
SEPTEMBER 15, 2016
Uncategorized customer experience Customer service Digital Emily Miller Friday5 social customer experience Social Customer Experience Principles social customer service social platforms
The Amazon Culture: The Truth Lies Somewhere in the Middle
AUGUST 25, 2015
They are revered for their company culture and customer service. Their client service is top-notch. entrepreneur Leadership Arment Dietrich company values culture Customer Service leadership principles PESO model sendlater ZapposBy Gini Dietrich. Randy Hall is one of my most favorite people on earth. It’s not in their DNA. They have lives. And guess what?
Three Ways to Improve Customer Experience Today
SEPTEMBER 21, 2015
What is it about a hotel pool that makes it so exciting? A bit of chlorine and dug out cement logically shouldn’t improve customer experience.yet oddly it does. Customer Experience is Created through Stories. Scenarios like this are often the case when it comes to what might make or break a customer experience. Improve Customer Experience through Storytelling. Who knows?
The Beatles Approach to Client Service
SEPTEMBER 29, 2016
If you approach client service like you're the Beatles of the agency world, you will have far happier and loyal fans who recommend you far and wide. The post The Beatles Approach to Client Service appeared first on Spin Sucks. Related Stories Cultivate a Culture-Driven Customer Experience Four Things Your Public Relations Clients Want Right Now The Client Service SOAP Note.
A Fantastic Starbucks Customer Experience Story
OCTOBER 30, 2012
It’s one of fantastic customer service from a brand we all know and love: Starbucks. And now, without any further ado, I’d like to introduce Dan the Starbucks barista who totally rocks, gave me a ton of great fodder for Facebook updates for months, and made me feel like he truly cared about both Mr. D and me as regular customers. Customers are people.
Customer Experience is an Investment
MARCH 4, 2015
By Laura Petrolino Customer experience is something many organizations continue to struggle with. They struggle to find ways to help team members at every level understand and execute upon the customer experience standards they wish to uphold. This particular locksmith , while servicing my area, was based about an hour a way. Consistency is spotty, at best. NOTHING! agree.
Personalized Communications in the Digital World
JANUARY 26, 2015
It’s about being customer-centric in all things you do. Checklist for Personalized Communications I was putting together a nice little checklist to help you think through ways you could make your clients and customers feel special through personalized communications when—voila— I found a great one. What are some of your favorite ways to help your customers feel special and individual?
Customer Loyalty in a Changing World
MAY 14, 2015
Customer loyalty is akin to a really solid marriage—committed, enduring, and monogamous. “Generic” brands have gotten better, customers have become more empowered in their purchase decisions, and customer loyalty has radically changed. Customer Loyalty to Variety. ” The fact remains that the face of customer loyalty is changing dramatically.
A Quick Guide to Social Chat Channels for Businesses
SEPTEMBER 19, 2016
Recent updates to Facebook Messenger and Twitter DMs have renewed interest in social chat for customer communication, yet this is a medium that has been productive for communications professionals for quite some time. For example, if a customer DMs a business page, the company can then respond to the private direct message. This difference is not insignificant. Facebook Messenger.