Manners Are Important for Social Customer Support

Tea Party (Explored)
Proper Manners for Proper Peoplembelgal / Foter / CC BY-NC

Have you ever been conducting a business transaction with someone that seems to be going really well, and then something the person says something that seems to come out of left field? That happened to me recently. My husband and I were buying a car at a car dealership. Everything seemed to be going fine. Our salesman was helpful, courteous, and seemed very personable. He asked about children, how we like Atlanta, and engaged in the other usual pleasantries. But, right before we left, he made a disapproving comment about the political affiliation he assumed one of the subsidiaries of my employer had. Wait, What? How did we get there? It was a very strange comment that really served no purpose except to turn the mood awkward. I thought that odd, coming from a car salesman, whose livelihood depends in part on establishing and maintaining good relationships with people.

So, I thought perhaps we could all use a few reminders on proper social etiquette. Here are 5 things to remember.

5 Tips on Customer Care Etiquette

  • Be Professional – Keep the conversation to business and common pleasantries like the weather, sporting events and kids. Stay away from politics, religion and personal views.
  • Be Positive – Customers appreciate a positive experience. If they have a negative experience while interacting with your brand, they may associate your brand with negative emotions. Nobody wants that.
  • Remain Focused – Remember your customer is the center of attention during any business transaction. Do not ask the customer to wait while you handle routine tasks like finishing an email or talking to a colleague. Handle the customer first.
  • Eliminate Interruptions – While working with customers, advise colleagues or vendors to wait until the customer transaction is complete. Your customer may question your priorities if you ask them to wait while you chat with, say, the delivery man or your receptionist. In social media, interruptions and distractions can increase your handle time.
  • Say “Thank You” – Customers have a choice of vendors. When they choose you, show your appreciation. Besides, nobody hears “thank you” enough, do they? So, say thank you.

Try these out. Start today. I can tell you I do not want to be the subject of a blog post like this. I would much rather have someone write about the exceptional service I delivered and the great memories they have of their interaction with me.

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