Personally, one of the most motivating panels at the Social Fresh Charlotte conference this past Monday was Social Media for Customer Service.
The panel was stacked with:
- Shawn McPike, AT&T
- Kevin Cole, Bank of America
- Sean Doherty, Sprint
- Diana Plazas, Doubletree Hotels
- Bert Dumars, Newell Rubbermaid (as moderator)
I was thrilled to get a chance to hear from Kevin Cole, because I have often pulled up the @BofA_Help twitter account in front of clients to show them an example of a company that’s doing it right when it comes to customer service via social media.
Why do I use them as an example?
- They identify themselves on the left-hand side of their twitter background. This humanizes the correspondence and also shows that they’re willing to be held accountable
- They are more focused on helping customers than driving up follower count
- They set expectations clearly. Within their twitter bio, they clearly present the hours that you can reach them on Twitter: 8-8 ET Mon-Fri and 9-1 ET on Sat.
- They take safety precautions (see their “Important Notices” in their Twitter background)
- They respond quickly and respectfully, and they actually solve problems
What was so great about hearing this panel of speakers wasn’t that I learned a ton of new information, but that I got validation about what I’m doing for my clients.
The questions that I heard audience members direct to the panelists were the same questions that I often hear from clients and potential clients. It was great hearing that the panelists answered them the same way that I do. It was validating to know that I’m on the same page as the people I look to as an example.
It was really great to hear Diana Plazas of Doubletree Hotels as well, because she has experience dealing with customer service at a corporate level for a company that has franchises all over the place. I have a lot of clients ask me about how to handle this, so it was great to hear her tackle the questions like:
“How do you train branch managers / educate employees at the local level?”
I did get a chance to sit with her for a few moments after her presentation. Very smart, very friendly. Diana – I really appreciate that you took the time to speak with me and let me pick your brain a bit.
Great job to all of the panelists! Keep doing what you’re doing – I love the impact you’re making on customer service, company accountability and social media as a business tool.
What other great examples do you recommend looking at for customer service through social media?