Every business wants to share great stuff on their social channels, but sometimes customers want to share the not so great stuff and this can put businesses off using social media.

Did you know that when consumers don’t get an answer from a company on Twitter, 81% don’t recommend that company to their friends.*? As a business it’s important that you respond, instead of not having a social presence at all. 

Here’s how to efficiently handle customer service queries on Twitter:

  1. Like the tweet to show you’ve seen it.
  2. Respond like you would if the customer had asked you face-to-face.
  3. Move the conversation to a private channel as quickly as possible.

The third point is the most important, you may need to clarify private details like the customer’s address and as the saying goes, ‘you don’t want to air your dirty laundry in public’. 

Here’s an example:

‘Hi @Retailer I ordered next day delivery and my order is still not here!! I’m so angry!’


‘@customer sorry to hear this, please send us a direct message or give us a call on XXXX XXXXX with your order number and we’ll get this sorted for you asap. Thanks.’

You can follow a similar approach on other platforms too.

For more brilliant customer service tips, see Turn a negative tweet into a positive and Respond to your customers.

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