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in the digital age, is the customer always right? how it could effect the brand image in social media? and how it can be managed?
In any platform, always follow the rule of The Customer is Always Right. With social media, things can often become escalated if the wrong wording is used and customers feel like they're being attacked or scolded like a child. You have to use phrases such as: "I understand your frustration, and I will do my best to assist you." Or you can even say, "I apologize for that. Let me see what I can do." And always - ALWAYS! - stick to your word. Customers depend on you to to be honest and do whatever you tell them you will do. If you talk to a customer and they say that they purchased a product and it didn't live up to their expectations, never tell them that they just didn't use it right. Tell them, "I am sorry that it did not work out for you. Would you like for us to replace it?" If they say, "No." Then you can follow with, "No problem. Allow me to start the return process for you." Then follow your company's procedure for returns. Customers expect the best from the company's products...so now you have to also provide them with the best customer support. When I worked in Customer Support when I first graduated from high school, I had to train in proper customer support etiquette for 3 weeks. I am so glad I did! We were taught to always put ourselves in the customer's position. How would we feel if that was us? Would we want to feel demeaned or belittled?
It's so important to make sure that no matter what platform you're using to provide customer support services that you do it with consideration, kindness, and cooperation. Always be willing to work with the customer. The last thing they want to hear is, "I'm sorry, but we can't help you. Company policy is..." If you feel that you are not in the position to assist them, apologize and then notify them that you will be getting assistance from your supervisor/manager so that you may better assist them.
Good customer support = happy customers that will come back to your company.
yes its depending the social media
I’m a big believer in Karma. I know how I would like to be treated if an issue arose with a product I purchased. I aim to treat our customers the same way. - CEO dlvr.it
→If you are in a service business, treat the customer as she is always right. If your goal is just to prove you are right, your head is not in the right space. Swallow your pride. If the outcome is going to cost you a significant amount of money, negotiate with the customer. I find most people are reasonable when you explain the facts and try to keep emotions out of the situation.
→If you did no wrong, sympathize with the customer. You don’t necessarily need to apologize, but customers want to know you are listening and that you heard them.
Ford Motor Company did a study many years ago. They discovered customers who had a problem with a product or service that was resolved quickly, bought more than customers who had no problems at all.
In a broad sense, one should probably stick to the common idea of " .. A customer is always right" .
The truth is when it becomes to Social Media, this is not "always" right.
Sometimes it happens that comment are meant to be frivolous or on purpose to break a brand's image which is not often honest. It's a way to create a kind of a buzz.. A scandal.
Sometimes, people overeact due to the absence of a physical help.. Or a quiet pretty misunderstanding of the product or they're simply influenced by other's negative perceptions and feedbacks.
One has to deal with this in a very cautious and smart way.
On all platforms:
Customer is ALWAYS RIGHT.
Yes, customer, speaks what is there, in the product, good or bad, he put's his comments.
The client can be right to respond to God in its requirements to deliver his most excellent service and make the most of the product
