Whether your business has a full call center full of people dealing with customer service issues or just a few people tasked with manning the phones, high rates of customer service employee turnover can be commonplace. Since hiring and training new employees isn’t instantaneous, customer service can suffer. For many business owners and managers, this can make looking for ways to promote employee retention a game changer.
Social media to the rescue?
Let’s face it; in our fast-paced and impatient society, people would much rather air their grievances with a business in public than sit on hold with customer service. While the customer’s reasons for doing so may not always be pure, the correct social media response can often neutralize the situation before your phone customer service agents ever hear about it.
The beauty of using social media to deal with customer complaints and issues is its sense of immediacy. Since many customers grow more irate the longer they have to listen to hold music, a fast response is key. If a company can respond on social media to an upset customer in the time it takes them to find the customer service phone number, it may be possible to calm the customer significantly.
In fact, it’s often possible to completely disarm the situation in the course of a brief social media exchange—especially when the customer’s issue was more of a misunderstanding.
Even when a genuine issue still exists, receiving an immediate response from the company via social media can provide a safe environment for the customer to vent their frustrations prior to picking up the phone. Not only does this diffuse the situation by allowing the customer to feel heard by the company, but it also provides valuable cool-down time prior to a customer service agent receiving a call. An issue that may have involved the customer screaming at the customer service agent as though they personally caused the problem could turn into a calm and reasonable discussion about the solution’s next step.
Additionally, a business can use social media to proactively address service issues before anyone makes a call. In a world where anyone can find what they need online, people often turn to social media and search engines before they’ll pick up their phones. If a company posts about a widespread service issue on social media when they discover it, many of the people who may have flooded the phone lines with questions and complaints would be able to get the answers they need with a click of a button.
Although there will always be customers who won’t be happy until they’ve unleashed their anger on unsuspecting customer service agents by phone, the savvy use of social media can minimize the number and frequency of these types of calls. With less vitriol to deal with by phone, your best customer service agents can also become some of your most tenured employees, ultimately improving customer service and satisfaction along the way.
Grasso, Chris. How Social Media Managers Can Help In Customer Service Employee Retention. SocialMediaToday. January 20, 2016.