The webinar “Delivering Customer Service in a Social Media World” was attended by hundreds of customer service and support, marketing, and social media professionals who submitted numerous questions during the webinar. Due to the time constraints of the event, Barry was unable to answer all of the great questions submitted; however he has been gracious enough with his time to answer each one within our blog.
Whether you attended the webinar or not, you may find that the answers to these questions may also help you understand how to leverage social media for better service.
If you did not attend the webinar, we invite you to watch it now. Share your thoughts and continue the discussion here.
What if we are not able to satisfy a customer even after all our efforts?
You can’t satisfy everyone…maybe next time they want to go somewhere else.
How can major backlashes, such as what happened to Cook’s Source Magazine, be handled by a CS rep?
Not familiar with Cook’s, what can we learn here?
How do you measure the BAM experience in a call center where there must be some definite metrics on providing a great customer experience other than “whatever the customer says it is”?
Good question. You set metrics that are profitable for your company that still satisfy 95% of the customers.
Wasn’t this about customer service in the social media world? I don’t think this webinar touched anything related to it, rather than give a bird’s eye view of customer service in general!!!
Sorry you were disappointed with the content. The point of the webinar was to show how social media has changed everything and how we need to focus on Customer Service
How do you manage all of the different technologies when you’re a sole proprietor?
Use tools like Parature, or Tweetdeck, Hootsuite
How do you measure the ROI of social media customer service efforts and investments?
How many people interact with you on these sites and how many problems or good raves you get. Do these customers buy more or stay longer?
How do you introduce social media to an “old fashioned” management team?
One step at a time. Show powerful examples of how social media is affecting brands today. If you need help, let me know.
Re: Discount First Time…We also reward our long term customers. I think this is really important to recognise them for their contribution to our business. It certainly impacts retention.
Thank you…it was worth being up at 5:30am!
Are all of the panelists on Twitter?
Thanks for a really GREAT seminar. Well worth my time to attend.