Year read: 2016
How strongly I recommend it: 7/10
(See my list of books I've read, for more.)Go to the Amazon page for details and reviews.
Learn from customer reviews.
Don’t take customer reviews personally or get offended. I know it’s hard.
They care enough to take time out of their day to write a response.
Do something about their review – confirm and apologize. State how you’ll fix their problem or double down on what’s good.
Reply to your angriest customers in public. You’re tempted to resolve privately but don’t. You need to respond to public reviews publicly. You can address their issues then explain details will be shared privately. If you don’t follow up publicly potential customers will think you don’t care. Show them you care.
Non-customers watch how you respond to public criticism.
No response is a negative response/shows that you don’t care.
Don’t worry about customers scamming you.
Customer service is marketing.
Respond to every customer message and review.
Use platforms at the end.
Use applications to locate conversations you are not alerted to (ex: tweets w/o ‘@’).
HOURS
- Be Human
- Use One Channel
- Unify Your Data
- and Resolve the Issue
- with Speed
FEARS
- Find All Mentions
- Display Empathy
- Answer Only Twice
- Reply Only Twice
- Switch Channels
Quotes
- “I’m a big fan of people who are publicly negative about you, because the ‘invisible’ crew is the thing I’m most scared about.” – Gary Vaynerchuk
Go to the Amazon page for details and reviews.