We’ve dealt with two different layers of rules in social CRM in previous posts namely – segmental layer and business layer. The next one on the list would be the service layer.
Related Article: How decision tree driven interactive guides bring smiles to your customer?
In the service layer, we are talking about the expectations – both internal and external. Internal expectations are those that your “employees expect.” External expectations, on the other hand, refers to what your “customers expect.” This layer is all about managing customer expectations but this is implemented in various levels for each segment and social CRM channel that you are using. This means that the implementation of this layer must be in accordance to the different levels.
For instance, the specific function of a business on different social channels must be considered in order to deliver in a timely fashion. In some cases, you have to make promises or claims and over-deliver afterwards. If you think it is too much for you to promise – don’t do it, as simple as that. People would appreciate you more if you know how to be honest with what you can or cannot do. The service layer is a rule you need to implement in order to govern business functions related to customer satisfaction and experience.
Basing on the social CRM system, when customers need or want something, it doesn’t mean you have to go the extra mile just to please them because even though some would see this as opportunity to please your company and your employees will bear the brunt of it.
