customer services

Customer service and social media












In this digital age (which has actually been around for the last 15 years or so) more and more customers are using social media as a tool for customer service. It makes sense as you can just pick up your phone and type out a quick tweet to a company. Whoever you tweet will get an instant notification and most organisations will answer pretty quickly too, so it can work brilliantly for both parties.

But here’s the thing – it can also go badly wrong. Send a customer an email or answer their call and it’ll between the two of you. The customer might choose to share the contents, but it’s usually private. A tweet or a reply to message on a Facebook page, however, is there for all to see. And share. And comment on. Before you know it, your conversation has gone viral.

That’s great if people like what you’ve done for the customer, but not so good if they don’t. Even if the offending message is deleted, there’ll be screenshots around for all to see.

Virgin Trains showed how to get it wrong recently after a female passenger, Emily Cole, tweeted about a male train manager calling her and other female passengers ‘honey’. The train operator’s official Twitter account responded with: ‘Sorry for the mess up Emily, would you prefer “pet” or “love” next time?’.

The point of the initial complaint was to draw attention to the patronising attitude of the original staff member. By responding in a similar way, Virgin made it appear as though that’s […]

By |January 9th, 2018|customer services|Comments Off on Customer service and social media

5 essential tools for providing exceptional customer service

how to give excellent customer service

A quick guide to customer service – giving your people the right tools for the job

There’s more to customer service than meets the eye and it can be a complex business – definitely too complex to explain in one blog post. But there are bits we can talk about to give you a quick guide to giving top-notch customer service.

The right tools for the job

You wouldn’t expect a tradesman to turn up without the right tools for the job, yet we sometimes expect people involved in customer service to be able to do their jobs without the right equipment. By equipment, we don’t mean phones and computers and the physical things, we mean the real tools, like how to ask the right questions to customers so you can show care and build trust in your organisation.

Active listening

This is an essential tool anybody working in customer service needs. It’s vital. To actively listen you need to use your ears – Encourage, Ask, Reflect, Summarise – so you can truly understand what’s been said.

Let’s look at each of these individually to see what they really mean.


To encourage others to talk, you need to show empathy, match the pace at which the other person’s speaking and give them your full attention. Give nods (including verbal nods if you’re on the phone) and maintain eye contact of you can. People who feel encouraged to talk will usually open up more readily.


This sounds obvious, but you’d be surprised how many organisations get this wrong. Asking how you can help and […]

By |November 2nd, 2016|customer services|Comments Off on 5 essential tools for providing exceptional customer service