By now, you’re probably aware that Facebook is the most popular social media site in the world, and probably one of the most popular websites ever. People use it to connect with family and friends, and businesses use it to reach out to customers. And sometimes customers use it to reach out to businesses. Here are some hints for handling customer issues over Facebook.
As with all customer service issues, quickly and publicly acknowledge the customer’s initial post. Doing so will give others the impression you care about the customers. In your message, thank them for bringing it to your attention and state you will work to resolve it quickly. Sometimes you may need to take the matter private, either through Facebook messaging, or by sending the customer to your website. Once you have fixed the problem, let the customer know, and if the initial post was public, then go back to the original post and say the problem is fixed. Another suggestion is to harness the power of social media, and get other customers involved in solving the problem. This is not passing the buck, but instead creating a community where questions can be asked and answered. Of course, not every Facebook complaint will be this neatly resolved, and you won’t be able to please everyone, but these steps will get you going in the right direction.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self service.
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