Joe and I recently attended a webinar (or twittinar as Alan Wolk, the presenter, liked to call it) entitled Twitter Like You Mean It! The twittinar provided a great deal of insight into the world of Twitter and how to use it as a customer service tool.
Here are just a couple things that Wolk suggests are “best practices” for using Twitter as a customer service tool.
- Always be upbeat and speak in a conversational, yet professional tone.
- Avoid slang!
- Understand that your customer may not be that well acquainted with Twitter and may be skeptical that you don’t really represent the company.
- Always be transparent with you audience. If you have multiple employees using one Twitter account, make sure you customer knows that.
- If your customer has a problem, make sure to speak to it right away and tell them your plan to fix it.
- If you cannot fix it, admit so and then provide an alternative solution.
- Lastly, provide a corporate address where you or other employees can be reached.
What about publicizing your Twitter account? Wolk suggests some simple but effective ways to get your account noticed.
- Post a link from your company blog or website
- Include your Twitter URL as part of your email signature
- Follow industry leaders and comment on their tweets
We “Tweet like we mean it” at www.twitter.com/bingenuity – in case you’d like to follow along.