Customer service is an essential part of any business strategy. It’s not a bolt on, something tagged on as a last minute consideration. Customer service needs to be integral to all aspects of your brand, service or business.

1. Leadamo Academy wonders if
Customer Service is important?
Leadamo
Academy
asks:
can
social
media
assist
in
the
delivery
of
first
class
customer
service?
Customer
service
is
an
essential
part
of
any
business
strategy.
It’s
not
a
bolt
on,
something
tagged
on
as
a
last
minute
consideration.
Customer
service
needs
to
be
integral
to
all
aspects
of
your
brand,
service
or
business.
But
what
does
customer
service
mean
in
the
twenty
first
century
when
many
companies
are
interacting
on
line?
This
is
where
social
media
and
especially
Twitter
can
come
in
very
handy
for
any
business
who
is
keen
to
build
a
great
reputation.

2. OK,
so
you
won’t
need
to
provide
a
chair
for
a
tired
customer,
or
carry
their
goods
out
to
a
car.
Yet
there
are
other
aspects
of
customer
service
that
are
much
appreciated
by
everyone.
Leadamo’s
Top
Tips
to
Improve
Customer
Service
using
Twitter
Leadamo
can
help
you
to
analyse
the
way
in
which
you
are
interacting
with
Twitter
followers.
It’s
not
enough
to
have
5000
Twitter
followers
and
just
expect
them
to
be
there
forever.
Twitter
lists
are
filleted
regularly
and
if
nothing
is
coming
from
the
relationship
many
have
no
qualms
regarding
hitting
the
unfollow
button.
Checking
un-­‐follows
is
an
interesting
statistic
to
watch.
Do
you
ever
follow
up?
Do
you
even
ask
why
you
might
have
been
dropped?
Does
it
add
some
evidence
about
how
your
business
is
performing
on
Twitter.
Think
of
followers
like
friends.
Are
you
doing
enough
to
demonstrate
that
you
are
worth
knowing
and
they
are
special
to
you
too?
Analyse
how
long
it
takes
to
respond
to
a
direct
message
(as
appropriate)
a
re-­‐tweet
or
customer
question?
If
it’s
taking
days
people
may
well
have
moved
on
and
chosen
another
provider.
You
need
to
check
regularly.
Make
a
date
with
Twitter
at
a
specific
time
and
get
into
the
habit
of
making
answers
to
tweets
a
regular
part
of
your
business.
Check
the
data.
See
the
patterns.
Find
out
the
effect
of
your
tweets.
What
happens
if
you
cease
to
tweet
for
24
hours?
What
type
of
tweets
gain
most
response?
Ask
yourself
why?
How
can
all
this
wealth
of
data
improve
your
customer
service?
For
a
start
you
can
take
advantage
of
the
instantaneous
nature
of
Twitter
and
reply
immediately
to
a
query,
concern
or
complaint.
Some
companies
even
set
time
limits
of
5
minutes
to
respond.
Hard
work
but
always
worth
it!
If
you
can
try
and
personalise
your
service
then
do
it!
What
we
keep
coming
back
to
is
replicating
what
happens
in
real
time
when
you
meet
a
customer
face
to
face.
‘Hi,
my
name
is
Vivienne
Neale
and
I
represent

3. Leadamo.
How
can
I
help
you?’
So
do
add
your
name
and
in
fact
anyone
else
who
might
have
access
to
the
account.
Try
ending
your
tweets
with
a
name.
It’s
a
small
but
very
human
touch.
We
connect
with
people,
with
faces,
with
eyes,
so
use
your
own
face
not
just
a
logo
Try
to
help
the
highest
possible
number
of
people
in
the
quickest
time
you
can
comfortably
manage.
Leon
Wirdich
writing
on
social
media
examiner
suggests
this:
Here
is
a
quick
3-­‐step
guide
to
help
you
cope
with
problems:
Send
one
public
tweet
explaining
the
situation.
Anyone
who
finds
your
Twitter
profile
will
see
that
tweet
first.
Then,
reply
to
any
@mentions
with
a
DM.
First,
you
won’t
clutter
your
business’s
Twitter
stream
with
@replies
for
other
customers
looking
for
what
is
going
on.
Second,
you
can
go
into
more
detail
explaining
how
you
can
help
each
customer.
Switch
back
to
sending
@replies
if
there
is
no
acute
problem
anymore,
but
only
regular
questions
and
support
requests.
We
will
return
to
this
subject
in
future
blogs
but
if
you
implement
some
of
these
ideas
you
will
certainly
get
the
thumbs
up
for
customer
service
from
Tweeters.
Academy.Leadamo.com