{"id":62,"date":"2016-03-18T15:22:06","date_gmt":"2016-03-18T15:22:06","guid":{"rendered":"http:\/\/blogs.shu.ac.uk\/socialmedia\/?page_id=62"},"modified":"2019-06-20T17:20:22","modified_gmt":"2019-06-20T17:20:22","slug":"customer-service","status":"publish","type":"page","link":"https:\/\/blogs.shu.ac.uk\/socialmedia\/social-media-guidelines\/customer-service\/","title":{"rendered":"Customer service"},"content":{"rendered":"<p><strong>Customer service<\/strong><\/p>\n<p>If your account has a customer service function (and if it&#8217;s on the internet, it probably does), it\u2019s important to check it first thing in the morning, and then every couple of hours, for requests for help and advice, or complaints about services.<\/p>\n<p>Look to <a href=\"http:\/\/blogs.shu.ac.uk\/socialmedia\/sample-page\/\">other Sheffield Hallam accounts<\/a> for support when it\u2019s appropriate. If you can\u2019t get the answer straight away, say so. Be clear on what information and support you can provide, and what you can\u2019t. Always aim for a positive outcome \u2013 each customer service interaction is an opportunity to create a brand ambassador.<\/p>\n<p>You may receive complaints. If you do, what should you do?<\/p>\n<ul>\n<li>ask for more details, tell them you\u2019ll look into it, and give them an idea of how long they might need to wait for an answer<\/li>\n<li>don\u2019t get defensive about services you and your team provide \u2013 instead, listen, be sympathetic and promise to look into the problem<\/li>\n<li>direct them to a different channel (such as a telephone number or email address), if it\u2019s better to do so<\/li>\n<\/ul>\n<p>If it looks like someone just wants to vent frustration or anger, either leave them to it or see if you can take it offline (try asking them to drop you an email or DM). Never get into arguments on the internet.<\/p>\n<p><em>Further reading:<\/em> <a href=\"https:\/\/hootsuite.com\/resources\/guide\/using-social-media-to-build-a-loyal-customer-base\" target=\"_blank\" rel=\"noopener\">&#8216;Using Social Media to Build a Loyal Customer Base&#8217; <\/a>(PDF download) [Hootsuite]<\/p>\n<p><a href=\"http:\/\/blogs.shu.ac.uk\/socialmedia\/social-media-guidelines\/\">Back to the guidelines main page<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer service If your account has a customer service function (and if it&#8217;s on the internet, it probably does), it\u2019s important to check it first thing in the morning, and then every couple of hours, for requests for help and advice, or complaints about services. Look to other Sheffield Hallam accounts for support when it\u2019s appropriate. If you can\u2019t get<\/p>\n","protected":false},"author":316,"featured_media":0,"parent":42,"menu_order":11,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-62","page","type-page","status-publish","hentry"],"jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/P7mXc8-10","jetpack-related-posts":[{"id":203,"url":"https:\/\/blogs.shu.ac.uk\/socialmedia\/social-media-guidelines\/getting-started\/","url_meta":{"origin":62,"position":0},"title":"Getting started","author":"Joseph Field","date":"July 27, 2016","format":false,"excerpt":"'Social media' describes an ever-increasing number of digital platforms, which are used in different ways by different people. Each platform has its own strengths and uses. It can be time-consuming to learn the ins and outs of a social media platform, and even more time-consuming to grow an engaged network\u2026","rel":"","context":"Similar post","block_context":{"text":"Similar post","link":""},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":65,"url":"https:\/\/blogs.shu.ac.uk\/socialmedia\/social-media-guidelines\/crisis-communication\/","url_meta":{"origin":62,"position":1},"title":"Crisis communication","author":"Joseph Field","date":"March 18, 2016","format":false,"excerpt":"Crisis communication Closely linked to customer service, social media tools have emerged as a primary communication channel for individuals and organisations during crises. The timely use of social media should be a core element of any crisis communications plan. A good crisis communications plan outlines\u00a0who will do what,\u00a0when,\u00a0where\u00a0and\u00a0how. So, if\u2026","rel":"","context":"Similar post","block_context":{"text":"Similar post","link":""},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":42,"url":"https:\/\/blogs.shu.ac.uk\/socialmedia\/social-media-guidelines\/","url_meta":{"origin":62,"position":2},"title":"Social media guidelines","author":"Joseph Field","date":"March 17, 2016","format":false,"excerpt":"These guidelines are for use by Sheffield Hallam\u00a0University\u00a0staff. If you want to reproduce them, please ask permission. These guidelines outline best practice in the use of\u00a0social media to engage audiences, and promote the work of the University on social channels. They are intended to be enabling, and they set out\u2026","rel":"","context":"Similar post","block_context":{"text":"Similar post","link":""},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":76,"url":"https:\/\/blogs.shu.ac.uk\/socialmedia\/social-media-guidelines\/content-planning\/","url_meta":{"origin":62,"position":3},"title":"Content planning","author":"Joseph Field","date":"March 18, 2016","format":false,"excerpt":"Content Making and posting good content that reflects the values of your brand is central to successful use of social media. What is content? Content is an umbrella term that means everything you post: text updates, photos, videos, infographics, and the conversations you have with users. These things are all\u2026","rel":"","context":"Similar post","block_context":{"text":"Similar post","link":""},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":218,"url":"https:\/\/blogs.shu.ac.uk\/socialmedia\/social-media-guidelines\/audience\/","url_meta":{"origin":62,"position":4},"title":"Audience","author":"Joseph Field","date":"July 28, 2016","format":false,"excerpt":"Audience Your social media account will aim to engage a relevant audience, and you will need to do some thinking about them in order to decide what you post. Most of the time, you will need to think about content that isn't just 'promotional' (although there is a time, place\u2026","rel":"","context":"Similar post","block_context":{"text":"Similar post","link":""},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":68,"url":"https:\/\/blogs.shu.ac.uk\/socialmedia\/social-media-guidelines\/community-management\/","url_meta":{"origin":62,"position":5},"title":"Community management","author":"Joseph Field","date":"March 18, 2016","format":false,"excerpt":"Community management Social media is about communities: people who are there to communicate\u00a0with other people who share their interests. For a brand, those people are often customers or service-users. Community management is the practise of creating and managing online spaces that enable\u00a0dialogue with, and between, members of that community. 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