Jay Baer of Convince and Convert and 5-time best-selling author joins us to talk about how to successfully negotiate the changing landscape of customer service, how to hug your haters and what to do if your company's customer service is lagging behind on social media today.
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Episode Overview
Jay joins us to talk about how to successfully negotiate the changing landscape of customer service, why the customer isn’t always right and what to do if your company’s customer service is lagging behind on social media today.
The first thing to understand is that the world of customer service has changed in a big way. Up until 10 years ago customer service was done in private: people called and wrote in with complaints. But today customer service is a spectator sport: more and more of it is happening online for all the world to see on social media, rating and review sites and discussion forums.
And Jay says that can work to your advantage because so few companies have made the shift and done so in a positive way. Companies may have an online presence but many of them aren’t interacting with their customers there, and even fewer are doing so in a timely fashion.
It’s important that your company be on the record in public. How you respond to upset customers in a public setting says a lot about what kind of business you are and what you’re made of.
On this episode Jay explains how to respond in an online public setting to complaints in a way that will make you stand out from your competition. Because of the online nature of customer service today it’s not so much about whether or not the customer is right, it’s more about the customer being heard.
Jay also details how to interact on ratings and reviews sites, how to choose which social media channel to be on and why an honesty audit might be the perfect solution for your company. He shares a treasure trove of knowledge and ideas on this episode so listen in and enjoy!
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