I don’t know about you, but I have extremely HIGH customer service expectations. Maybe it’s because I’ve worked in a variety of customer service jobs or maybe I just expect the best. 🤷🏻♀️ The team can vouch to this any time I’m describing a business I visited. I will start by either saying what great service they had or how I feel the service was lacking. My minimum expectation with any business is that I’m cheerfully greeted, engaged in conversation and all my questions are answered. The list can grow from there depending on whether I’m a regular, or the level of service the business claims to have.
I get it. There are times when it’s hard to offer great service to every customer that is walking in, calling you, or contacting you. But I have a tip that can make it much easier: Use the Facebook Automated Responses to answer FAQs so your customers aren’t waiting hours for a response when you’re slammed. That’s it. Set it and forget it. Another great thing about Automated Responses is that you’re able to manage customer expectations by giving them a realistic time frame for how long it will take to receive a response.
Here is some of the info I would include and, of course, this will vary by business.
- Holiday hours
- Any specials, promotions or events that are happening or coming up
- Your return policy
- A link to your website if you sell online
- How long it will take for you to respond
Take the time now to update this by going to your Facebook page —> Inbox —> Automated Responses —> Instant Reply. You may just save yourself having to deal with a lot of customer frustration later.