Social media has transformed the way businesses interact with customers. It has now become a vital platform for customer service and support. Here’s how you can handle customer inquiries and complaints on social media:

• Stay Professional and Polite: Tone matters when responding to a customer. Even if a customer is being unreasonable, it is important to remain calm, friendly, and respectful. Responding in an angered tone can lead to further damage.
• Create a Social Media Response Policy: Ensure your responses remain consistent by developing a clear set of guidelines for the team. These guidelines should include proper tone, standard responses, and how to handle complaints.
• Respond Promptly: Speed is everything in social media customer service. Consumers often expect a response within an hour or less. This may not always be possible, but you can set up notifications prioritizing quick replies for urgent cases. Doing this can help to improve customer satisfaction.