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Calling the people who contact you by name will lay the foundations for a dialogue with which the customer will feel taken into consideration and the engagement will benefit from it. Sign and have it signed Your moderator team will obviously need to follow specific guidelines for each situation, but it is also important that each of them signs their answers. For the same reason as point 5, having those who respond on behalf of your company use their first name will establish a more human relationship with the user . The latter will feel more like receiving a direct and targeted response to themselves and the second person singular will echo a right friendly online culture. Distinguish public and at home !Education is not a common prerogative, much less calm for a dissatisfied customer.
In the event that a public conversation (a comment on a post on the Facebook page, a post by a user on the same) becomes dull or in any case becomes thorny, immediately use the private conversation. Your brand will be able Mobile Phone Number to benefit from it on an image level. Avoid wild copy-pasting If a customer presents a problem explained in detail and if the solution is a targeted response, starting with a copy-paste message is to be avoided. Although it is advisable to prepare a series of responses depending on the type of problem (example: "Hi Andrea! If you wish to contact an operator by phone, call 01234567" in response to an explicit request for telephone contact), forcing the customer to repeat himself , exposing the problem a second time because copy-pasting didn't solve anything will further heat the user up .
Is the customer always right That's right, it doesn't just apply offline! Attacking a customer will never lead to anything good. Customer service will always come into play when there is a real problem with a customer or a potential customer. In the event of a complaint, always remember that the user may have encountered a shortcoming in your company or a flaw in the path to using the service. Get to know your customers with Messenger Creating an online community can only be good for your brand. Some customers will contact you on multiple occasions and some of the advertising will pass through them. In addition to having a clear understanding of who your target is, create a list of your most loyal customers and give them special attention.
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發表於 13:09:34