Patience Pays in Social Customer Support

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When a customer is upset, and needs something, expects something, is angry about something, it can be stressful. Sometimes the fiery words you are reading can cause your own anxiety level to increase. the  can also cause an urge to act quickly to squash the negative energy coming at you. This urge for quick reply is natural, but can be counterproductive.

With agitated customers, sometimes the best thing to say is… nothing. Wait. Be patient, and listen. This can be done in person, over the phone, or electronically. Allow the customer to vent and say all of the things they need to say before you respond at all. On longer form platforms like forums and Facebook this is pretty easy. The customer is typically done venting by the time the post is published. However on Twitter,  you can’t be so sure. Give it a minute to see if another post pops in. Responding too quickly there can seem like an interruption. On the phone or in person, I recommend just… being silent. Active listening sometimes suggests head nodding and little sounds that indicate you are indeed paying attention. I find that when customers are really angry, pure silence provides room for them to really get it all out. Whether we are the true cause of the angry outburst or not, it really is a nice gift to another person to just allow them room to vent and be unhappy. Another positive side effect of listening to the customer’s full monologue before offering assistance is that you get a complete picture of what the actual root cause is.  A customer may begin discussing one single issue that causes frustration, but then lead into several other events and before you know it, you’ve arrived at the bigger issue.

So next time a customer pops open a giant can of “What-for” on you, resist the urge to start apologizing and fixing right away. Try as hard as you can to just let them vent, and vent, and vent until it’s all out. Being a customer myself, I can admit (though it is a bit embarrassing) that I’ve been that customer that vented before. What’s interesting is I usually wound up apologizing to and thanking the people that allowed me to vent. You might have the same thing happen to you.

Infograph: Invesp.com on Great Customer Experience

Some good data from invesp.com on why a great customer experience matters.
The Importance of Providing a Great Customer Experience – Statistics and Trends

Infographic by- Invesp

Infograph: HubShout’s “Social Media & Customer Service”

I wanted to share this infograph that HubShout recently published titled “Social Media & Customer Service.” There are some stats in here I don’t see as often, such as the number of people who think brands should keep the same social hours on weekends, and how many customers call companies when they do not reach resolution via social channels. And, this infograph shows that the percentage of brands responding to social media inquiries more than doubled from 2012 to 2013! Enjoy.

The Impact of Social Media on Customer Service

Explore more infographics like this one on the web’s largest information design community – Visually.

Infograph: Customer Service Is Everything

This infograph by ClickSoftware provides some surprising statistics about customer service and satisfaction from around the world.

Eye Candy Infographic’s 25 Skills for Excellent Customer Service

Though not specifically directed toward social media, the skills listed here by Eye Candy Infographic certainly apply on social media and all other forms of customer interaction.

25 Skills for Excellent Customer Service

by eyecandyinfographic.
Explore more infographics like this one on the web’s largest information design community – Visually.

Infograph: ExactTarget’s Five Types of Social Media “Complainers”

So, I don’t like the term “complainer” when we talk about customers seeking support on social media. Why? Because sometimes I am a customer seeking support on social media. We all are. And I’m not complaining, I’m looking for assistance. I’ve purchased or signed up for your product or service, and I have some expectations. If those expectations aren’t met, I’ll want to discuss that with you. So, I don’t agree with that label. I do, however, like the information in this infograph. I agree that customers have different backgrounds and experiences and there is no cookie-cutter response that will work for everyone. These types of customers want to be treated in unique ways, and if you miss those signs, you might lose that customer. So, try to disassociate me with the “complainer” label, as I do not approve. I also only recommend taking conversations offline when they become useless or annoying to the greater audience, or when sensitive account information is involved.  Otherwise, much of this is good data.

How to Deal with Complainers on Social Media [INFOGRAPHIC] - ExactTarget Infographic

Embedded from ExactTarget

KISSmetrics Infograph Illustrating Successful Customer Service

KISSmetrics recently published this insightful infograph with useful data gathered from consumers nationwide. Click the image to enlarge.

Why do Companies with Great Customer Service Succeed?
Source: Why do Companies with Great Customer Service Succeed?

Customer Expectation Infograph

Leora Grace posted this great infograph on customer expectations I thought I would share with you. I really like the case study that illustrates how a customer can still feel he was made whole though the problem cannot be fully solved.

Infograph by CallCentre.co.uk 

Top 50 social customer service research

Infograph: Salesforce Desk’s “Which Industries Get the Most Customer Service Complaints?”

Interesting infograph published by Salesforce Desk on customer service complaints by category.