Facebook: Customer Service/ Relationship Management
Written by: Ryan Flannagan

You can’ t please all the people all the time. Right? This is true; however, Facebook and other types of Social Media can make it easier for a business to identify who isn’t happy with an aspect of your business and can help remedy the situation. The majority of the time, if a company reaches out to a dissatisfied customer and offers an explanation or an apology, the customer will be appeased and will be less likely to dissuade other customers from using your services. In fact, because of the high level of customer service, they might become one of your company’s most vocal evangelists.

If your business is open, then somewhere someone is talking about you. One of the phenomena of Social Media is that it gives everyone a voice. As a business you have two choices: let people say what they are going to say or join the conversation. Facebook can help facilitate a two-way conversation with your clients about your products and/or service. If used correctly, this can be a positive interaction which will ultimately improve your product and service and increase client satisfaction.

In conclusion, Facebook is a powerful medium to help increase a business’s Brand Awareness and potential for going viral, replicates a traditional referral system on steroids, and can be used to increase customer feedback to avoid potentially negative customer impressions. As a business owner if you are not using Facebook to market, connect, attract new networking opportunities and provide customer service, your business is missing out on valuable business opportunities, positive community relationships, potential clients and the viral referral system.

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