{"id":1384,"date":"2017-02-03T15:28:03","date_gmt":"2017-02-03T21:28:03","guid":{"rendered":"https:\/\/www.headwaycapital.com\/blog\/?p=1384"},"modified":"2020-10-05T16:33:46","modified_gmt":"2020-10-05T21:33:46","slug":"guide-to-social-media-customer-care","status":"publish","type":"post","link":"https:\/\/www.headwaycapital.com\/blog\/guide-to-social-media-customer-care\/","title":{"rendered":"A Guide to Social Media Customer Care"},"content":{"rendered":"<p>Social media is the go-to portal when customers want to reach out. One customer may post a query on your Facebook page, while another tweets you with a complaint. Either way, your reputation is at stake when consumer interaction becomes so public. How can you ensure customer satisfaction without compromising your brand?<\/p>\n<p>By learning how to deal with these situations in advance, you will be perfectly placed to turn a customer issue into positive publicity. <a href=\"https:\/\/blog.hootsuite.com\/why-you-should-initiate-social-media-training-for-your-employees-and-4-ways-to-make-it-stick\/\">Train your customer service team<\/a> in social media for business, and be sure to tailor the principles to the voice of your specific brand.<\/p>\n<p>The most valuable principle, though, is to listen. And that doesn\u2019t mean waiting for the little red notification that tells you you\u2019ve been \u201cmentioned\u201d: You need to <a href=\"https:\/\/blogs.constantcontact.com\/online-conversation-tools\/\">take proactive steps<\/a> to figure out when people are talking about you. People say harsh things when they\u2019re letting off steam. You can own the situation by listening to complaints and resolving them with grace and transparency.<\/p>\n<p>Our new infographic provides a thorough introduction to the state of play regarding social media customer care. Insights into the true impact of this new phenomenon are transformed into methods for doing it right.<\/p>\n<p>Social media can be a fun and productive element of your business, as long as you know what you\u2019re doing. Beef up on these hints and tips, and you\u2019ll soon be ready to lead the conversation online.<\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-1398 size-full\" src=\"\/blog\/wp-content\/uploads\/sites\/5\/2017\/02\/A-Guide-to-Social-Media-Customer-Care-1.png\" alt=\"infographic\" width=\"722\" height=\"4919\" srcset=\"https:\/\/www.headwaycapital.com\/blog\/wp-content\/uploads\/sites\/5\/2017\/02\/A-Guide-to-Social-Media-Customer-Care-1.png 722w, https:\/\/www.headwaycapital.com\/blog\/wp-content\/uploads\/sites\/5\/2017\/02\/A-Guide-to-Social-Media-Customer-Care-1-44x300.png 44w, https:\/\/www.headwaycapital.com\/blog\/wp-content\/uploads\/sites\/5\/2017\/02\/A-Guide-to-Social-Media-Customer-Care-1-150x1022.png 150w, https:\/\/www.headwaycapital.com\/blog\/wp-content\/uploads\/sites\/5\/2017\/02\/A-Guide-to-Social-Media-Customer-Care-1-640x4360.png 640w\" sizes=\"auto, (max-width: 722px) 100vw, 722px\" \/><\/p>\n<p>The right social media training for your staff can be a huge undertaking. A <a href=\"https:\/\/www.headwaycapital.com\/small-business-loans\">small business loan<\/a> can help you fund training for your employees.<\/p>\n<p><strong>Sources<\/strong><\/p>\n<p>Widrich, L. (2013). <a href=\"https:\/\/blog.bufferapp.com\/bad-customer-service-support\">What Bad Customer Service Costs Your Business<\/a>. <strong>blog.bufferapp.com<\/strong><\/p>\n<p>Schneider, M. (2015). <a href=\"http:\/\/www.socialmediatoday.com\/social-business\/24-statistics-show-social-media-future-customer-service\">24 Statistics That Show Social Media Is The Futureof\u2026<\/a>. <strong>socialmediatoday.com<\/strong><\/p>\n<p>Trihey, P. (2015). <a href=\"https:\/\/www.linkedin.com\/pulse\/why-social-media-important-customer-service-channel-paul-trihey\">Why is Social Media Important as a Customer Service Channel?<\/a> <strong>linkedin.com<\/strong><\/p>\n<p>Barry, C. Markey, R. Almquist, E. Brahm, C. (2011). <a href=\"http:\/\/www.bain.com\/Images\/BAIN_BRIEF_Putting_social_media_to_work.pdf\">Putting social media to work<\/a>.<strong>bain.com<\/strong><\/p>\n<p>Wharton. (2014). <a href=\"http:\/\/knowledge.wharton.upenn.edu\/article\/ignored-side-social-media-customer-service\/\">The Ignored Side of Social Media: Customer Service<\/a>. <strong>knowledge.wharton.upenn.edu<\/strong><\/p>\n<p>DesMarais, C. (2014). <a href=\"http:\/\/www.inc.com\/christina-desmarais\/6-things-you-should-never-do-on-social-networks.html\">6 Dangerous Things to Do on Social Media<\/a>. <strong>inc.com<\/strong><\/p>\n<p>Cuttica, P. (2015). <a href=\"http:\/\/sproutsocial.com\/insights\/message-tagging\/\">Introducing Message Tagging in Sprout Social<\/a>. <strong>sproutsocial.com<\/strong><\/p>\n<p>Shukle, F. (2015). <a href=\"http:\/\/www.socialmediaexaminer.com\/how-to-handle-customer-complaints-via-social-media\/\">How to Handle Customer Complains Via Social Media<\/a>. <strong>socialmediaexaminer.com<\/strong><\/p>\n<p>Haines, B. (2015). <a href=\"https:\/\/blog.bufferapp.com\/social-media-customer-service\">14 Amazing Social Media Customer Service Examples (And What You Can Learn From Them).<\/a> <strong>bufferapp.com<\/strong><\/p>\n<p>Zendesk. (2016). <a href=\"https:\/\/www.zendesk.com\/resources\/customer-service-through-social-media\">Providing Great Customer Service Through Social Media<\/a>. <strong>zendesk.com<\/strong><\/p>\n<p>Biagi, A. (2015). <a href=\"https:\/\/blog.hootsuite.com\/hoottip-search-streams-hashtag-keyword-monitoring\/\">Hootsuite Tip: Save Searches, Hashtags, and More in your Hootsuite Dashboard #Hoottip<\/a>.<strong>hootsuite.com<\/strong><\/p>\n<p>Basu, S. (2011). <a href=\"http:\/\/www.makeuseof.com\/tag\/5-effective-ways-deal-arrogant-internet-trolls\/\">5 Most Effective Ways To Deal With Arrogant Internet Trolls<\/a>. <strong>makeuseof.com<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Social media is the go-to portal when customers want to reach out. One customer may post a query on your &#8230;<\/p>\n","protected":false},"author":7,"featured_media":1385,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[610],"tags":[41,96,113,151,161],"class_list":["post-1384","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-marketing-growth","tag-customer-service","tag-infographic","tag-marketing","tag-small-business","tag-social-media"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>A Guide to Social Media Customer Care - Headway Capital Blog<\/title>\n<meta name=\"description\" content=\"Social media can be a fun and productive element of your business, as long as you know what you\u2019re doing. 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