Customer Service & PR: why the two go hand in hand
Good PR in a business sense relies on maintaining a positive reputation for survival and success and also using creative communication to share messages.
Customer service is all about providing a satisfactory service to customers by listening and helping them resolve their issues so that they remain happy and loyal
What do these two elements have in common?
I believe that good PR and terrific customer service can help your business to engage with customers effectively and promote a positive brand image:
Share the stories of success
You have done fantastic work -something to be proud of and you need to spread a positive message about your successes!
How often do you write case studies based on wonderful customer experiences?
You could be missing opportunities to tell people that you have done fantastic work.
Talk about the situation and tasks performed, the process / strategy you adopted and the results.
Share the case studies on your website, social media and in (relevant) press releases.
Do not miss an opportunity to promote why you are the best!
Share the negative
Running a business comes with complaints from customers (hopefully not too many).
Firstly express regret and apologize, then offer an explanation. Finally you can create a remedy so issues can be resolved. Then what do you do?
Share the negative comments and learn from it. Honestly!
Let’s not forget that social media allows customers to publicly share their discontent and unhappy experiences so get in there first to avoid bad PR comments.
Never ignore negative comments and I think you should actually share them. Well, sort of!
For example – if you run an online shop and customers complain that there are issues with packaging and delivery of parcels… explain what you are doing to solve the issue.
Offer an explanation – anything that will help to build and maintain trust with your customer is important so do not miss an opportunity to be honest and upfront.
Say: you told us that you are unhappy with blah blah blah so we are now going to introduce blah blah blah.
Issue solved – hooray!
Share the praise
When you do great work you will receive great comments and testimonials. Don’t let them sit in your email inbox or stay on pieces of paper.
Use the feedback (with permission) and share it via social media, via email newsletters and on your website.
Tell your Facebook fans, twitter followers and Instagram community about your positive customer comments to build credibility and a professional reputation.
What is your customer service policy and is it aligned with creating some great PR opportunities?
Get in touch and let us know what you think about this article, email: Louise@Soundbitemedia.co.uk