Generosity is one of the biggest things that you need to keep in mind when you are using social media to offer customer service. When you are leveraging social websites for much better customer service, you're going to be putting yourself into the public eye. It provides you with the opportunity to properly display your quality right out in the open. So don't be hasty to pull your customers from social media and divert them to phone or email. Instead, take real advantage of the opportunity. Expand your conversation and take it up a notch or two. Show your customers that you're friendly as well as able to carry on a helpful conversation.
Always try to remember that when you are offering customer service through social media, you need to be responsive and prompt. The main reason that your customers will approach you through social sites is because they are hoping for prompt attention. It's also important to be as friendly as you can. You have to make your customers believe that you're right there waiting to serve them. Whether they contact you through Facebook or Twitter is irrelevant--you need to know that they do not want to wait. The very best way to get social media working for you and for your customer service is to give your customers what they want and to give it to them on time.
When you want to use social media for your customer service, over-communication is not something that should be ignored. If you hear your customer say something, then follow up right away and let him know that matter is being looked into. If you don't over-communicate, your customer may feel dismissed. You have to put some effort in to letting your customers know that you are, indeed, taking care of the things you need to take care of. Don't give them an opportunity to complain whatsoever. Make sure your over-communicating is prompt because, ultimately that is what is going to matter. The more effort that you put into it, the better it is.
There are a lot of ways to use social media to help you grow your business. Excellent customer service is just one of them. As you move ahead, you'll realize that customers that get in touch with you via social media need to be given special attention. You cannot treat them differently simply because they are on the Internet. You need to work on creating a real connection and relationship with them so that you can grow the trust factor there. This doesn't need to be too hard, though, because you can learn how to read your customers over time. This allows you to tweak your approach and get the most out of it.