Conversations with customers on Twitter | #ShopfloorHeroes

Welcome back, we hope you had a lovely Easter weekend and thank-you for tuning back in for another instalment of our #ShopfloorHeroes blogpost. For this week's post we have selected a couple of conversation we have seen over the past week which feature some great online customer service from Hobbycraft's store colleagues. The beauty of shop floor social is that it offers stores and colleagues the opportunity to transfer their customer service skills onto an online platform such as Twitter.

In this first short conversation from Hobbycraft Lincoln, store colleague Gemma has given the customer some good information regarding the store re-opening. Gemma has also ensured to respond in an up-beat manner throughout the conversation which is fantastic as it helps to build a rapport between the store and the customer.

Although the customer has mentioned she will be ordering online on this occasion, Gemma has made sure to mention that she hopes the customer will pop in to store the next time she is in Lincoln. This is awesome as it may lead to a store visit from the customer in the future!

The following conversation began when Hobbycraft Solihull's customer reached out to ask about the stock of an item.

We wanted to feature this conversation as although the customer has not yet replied to Anne's response, Anne ensured to respond promptly and even offered to check store stock and put the item needed aside for the customer to pick up and purchase when stores re-open. This is fantastic. Anne is one of our #ShopfloorHeroes for the great customer service she has shown here!

Here are a couple of tips to consider when responding to your customers on Twitter:

- Remember to respond promptly and in an upbeat manner. You can aim to give a customer the same experience they would expect to receive in store.

- Try to use personal sign-offs as this lets the customer know who they are talking to!

We hope that you have enjoyed this week’s #ShopfloorHeroes blogpost and are inspired to talk to your customers on Twitter. To find out more about how we can create #ShopfloorHeroes within your organisation, please email us at hello@socialretailgroup.com or click here and we will call you back.