Customer Support on Facebook - Exercise

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Customer Support on Facebook - Exercise

Customer Support on Facebook

Duration: 15 to 25 minutes.

In this exercise, you will...

  1. Identify a negative comment or a question posted to your company's Facebook wall.
  2. Evaluate how the comment or question was dealt with.

Search through your company's Facebook wall, or if your company doesn't have a Facebook page, look at the wall of one of your favorite brands. Find two comments or questions from customers. How did your team respond? Would you have done anything differently? If no one responded, write a response that could have been used.

Solution:

Let's use Best Buy again as another example. I like using this page because of their support feedback system for two reasons:

  • They're fast! Check out the top response on the screenshot below. They responded within ten minutes of Jared's post.
  • They take the conversation (if negative) and turn it into a positive, helpful response.

Now, you may have looked at your own Facebook page or another page for this exercise. The most important part of this exercise is to make sure that page(s) is responsive to customers. The worst scenario for a brand would be not responding and having more customers join the negative bandwagon.

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