Strangle them with Love

By Ulf C. Bach-Vedel

This short e-book provides some basic, practical tips for handling daily affairs at the sharp end of social customer service. It is designed to help you hit the ground running when your customers post on your timeline, ask awkward questions and dish out advice, feedback or abuse.

It should be useful to entrepreneurs, lone community managers and members of social media teams in large corporations. The last few sections of the book offer tips on how to approach social support in a large company with a lot of activity and a dedicated support team.

• Language: English
• Publisher: Ulf C. Bach-Vedel
• Release date: Apr 9, 2014
• ISBN: 9788793168091

Ulf C. Bach-Vedel

Masters of international business communications, formerly communications manager, currently community manager. Married with children.

Book preview

Ulf C. Bach-Vedel

Copyright 2014 by Ulf C. Bach-Vedel

Smashwords Edition

Introduction

When it comes to brands on social media, what separates the wheat from the chaff is how (and if!) those brands reply to their customers and stakeholders.

This short e-book provides some basic, practical tips for handling daily affairs at the sharp end of social customer support. If you're looking for a guide to optimising your reach, engagement, click-through rates etc., you're in for a disappointment. Those subjects have been covered elsewhere in greater detail, in more length and by smarter people than me. This is a hands-on guide, solely intended to help you hit the ground running when your customers post on your timeline, ask awkward questions and dish out advice, feedback or abuse.

It should be useful to entrepreneurs, lone community managers and members of social media teams in large corporations. My own experience is mostly from the latter. After more than three years in the social trenches, with exponential growth in customer posts, comments, and general stakeholder interest, some universal principles have come to the fore. The last few sections of the book offer tips on how to approach social support in a large company with a lot of activity and a dedicated support team.

Who are you?

Whether your business card says Community Manager, Social Media Manager, Customer Service Specialist or something else entirely, your job is to provide answers to the customers and stakeholders who contact your company through social media.

You are what binds the company and the customers together. To the customers, you are the virtual face of your company; to the organisation, you are the customers’ ambassador. You are empathetic. You fight for your customers when