Using Customer Feedback - Part 3

In my previous two posts I discussed the need for all customer service businesses to provide some way to allow customers to give feedback, and the importance of using, and not ignoring, that feedback in order to be a more successful business. In this final segment I wish to turn some attention to how many businesses have opened the doors to the new social media trend that is allowing them to get additional feedback from their customers. If you are seeking a job in the customer service field, whether as a manager or just an representative, remembering these types of ideas can improve your company’s results in providing excellent service to your customer base.

Twitter is a good tool that allows you to not only get quick messages out to a wide audience, but allows for some interaction and responses from your customers. You can push out special sales, announcements, and general news of interest about your company. It allows you to reach a large group of people that are already interested in your company from the fact that they joined your list to begin with. So, using this list to push promotions, that will hopefully be shared and circulated with other friends, is a quick way to reach an audience.

Facebook is pretty much the place where everyone goes these days. There are some that refuse to use it, but the majority of the world is on board, making it one of the better platforms to reach and interact with people. Creating a company page on Facebook will allow people to "like" your business, see and share news you post, and spread the word to their other friends. It is important when using these services though, to monitor and read the posts that people are putting on your "wall" in order to actually explore the feedback you are getting. Having a presence is nice, but not properly using that presence makes it of less worth. And do not just read the comments, but be proactive and respond to them. Other visitors to your site can see how well you are responding, and how you are hopefully dealing with the comments and suggestions, and will therefore be more confident that you are actually providing excellent service.

As always, it is important to do something with the comments, not just read them, and not just blowing them off with a "thank you for your comments, we will pass it along." Make sure action is taken, as promptly as possible, and follow through with a response so that the customer feels you are actively doing something. These are the steps necessary to gain the confidence of the customers and should lead to additional growth and loyalty to your company.

If you have additional proven tips, please share them by commenting below.

Jeff McCormack resides in Virginia Beach, VA. where he works as a web designer by day. In his off time he is a husband, father, and musician. Aside from being a freelance writer for this Customer Service Jobs blog, he also seeks to assist in career choices and information by contributing to other Nexxt blog sites.