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Planning Social Media Responses

Scheduled Time : February 3, 2019 2:00 pm

The Three Steps to Better Customer Service

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1. Plan

Planning helps you stay ahead of what’s inevitable: Your customers are talking to your brand. It also helps you align your team and ensure all team members are on the same page.

  1. Identify Staff
  2. Set Preapproved Responses
  3. Know Next Steps


2. Acknowledge and Solve

Good Comments:

  • An opportunity to build a stronger connection
  • Be timely, thankful, and positive

Bad Comments:

  • An opportunity to turn a bad experience into a good one
  • Take responsibility, acknowledge, and offer a solution

Ugly Comments:

  • Alert your team and verify information
  • Know when to take the conversation offline


3. Learn

Assess how your team is prepared and if they need more training. Sit down to discuss:

  • What did you accomplish? Take a look at your goals.
  • How are you doing? Take a look at reporting.
  • How could you be doing better? Take a look at your competition.