This video is called, What is Social Customer Service? By Mike Pitt. If you want to subscribe to our YouTube channel, you can . Mike Pitt is the Founder of Marketing Fundamentals Ltd, a B2B Content Marketing Agency in London.

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In this video, Mike Pitt discusses, What is Social Customer Service?

This video will be of interest to  affiliate marketers, business owners, B2B marketing managers, Content Marketing professionals, Social Media Managers and others who use Content Marketing to market their business.

Social Customer Service

In this video, first of all, Mike Pitt discusses what is Customer Service and then he explains what Social Customer Service is. He then talks abou the perecentage of consumers who use social media to complain about products or services they have bought. A staggering forty seven percent of consumers use social media in this way. Progressive businesses and organisations have realised that they need to train customer service staff how to effectively communicate on social media platforms. During the remainder of the video Mike Pitt gives business owners some tips on how to provide great Social Customer Service.

After you’ve watched the video, please consider whether you need Social Media training for your staff or with video marketing. It is not too late to start.

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Do you want to get started with video marketing? You could start by booking a Zoom Consultation with Mike Pitt via this page Book a Zoom Consultation with Mike Pitt . Do you have any video related questions?  Let me know in the comments section below. Also, let me know if you would like my help with anything else.

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Marketing Fundamentals Ltd is a B2B Content Marketing Agency in London that creates Content and manages Social Media for Professional Services firms. We hope you find this information useful.

If you would like our help creating and executing a Content Marketing Plan for your business or organisation email us via mail@marketingfundamentals.com

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Best regards,

Mike Pitt

Founder, Marketing Fundamentals Ltd

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This is video number 487 and blog post number 630

The post What is Social Customer Service? appeared first on Marketing Fundamentals.

Many brands have come unstuck because of the disparity between their brand promise and their customer service delivery – don’t become one of them. Below are 10 ways to excel at customer service.

1. Set performance targets that are communicated to your customers and then exceed them. For example, ‘we will respond to all email queries within 24 hours’ – actually respond within 6 hours.

2. Get to know your customers – Personalise all communications and ensure that your database is updated to reflect the most recent customer contacts.

3. For every purchase give the customer / client more than they have paid for and deliver added value. As an example, an online wine merchant could distribute a free wine guide for every case of wine bought.

4. Have a straightforward refund policy and ensure staff are clear about how it should implemented.

5. Think of each customer as a potential brand ambassador irrespective of their spend levels.

6. If there is a problem – solve it quickly and communicate with the customer/ client throughout.

7. Ask for feedback from your customers via email questionnaire or telephone interview.

8. Empower customer service staff to resolve relatively simple issues quickly – give them the tools to do this.

9. Automate basic customer service functions – order acknowledgment emails, for example.

10. Be available outside of regular office hours. If you can introduce ‘live chat’ functionality more than likely you will be taking a leadership position in your sector.

We hope you have found this information useful.

Kind regards,

Marketing Fundamentals Team

The post SME Owners – 10 ways to excel at customer service appeared first on Marketing Fundamentals.