Customer service conversations | #ShopfloorHeroes

This week has absolutely flown by but we are back with another #ShopfloorHeroes post before you sign-off for the weekend! As we have shared a lot of broadcasts over the past few weeks, we wanted to focus on conversations for this week's post.

Twitter is a fantastic tool for stores to use to transfer their in-store customer service to an online platform. Colleagues can service the stores customers prior to the customer's visit. Talking to customers online also helps to build up a rapport between the follower and the store.

(Below) In this first short conversation, store colleague Mark from Leicester has welcomed the store's new Twitter follower. This is great as it shows how an in-store action can be transferred to an online platform in the sense that if a customer walked into a physical store, it is likely that a colleague would greet them...Twitter should be no different!

(Above) Store colleague Mark from Leicester has ensured to ask the customer a question to encourage conversation and has also used a personal sign-off which is fantastic as it adds a more human touch to the store's Twitter. The customer has gone on to mention that she loves to crochet, Mark has then made sure to let the customer know that the store will be stocking a selection of yarn when they open later this month! This is fantastic and shows good customer service!

(Below) This following conversation is another example of how customer service can be translated to Twitter. This conversation began when a customer reached out to enquire about product stock before making a visit to the store:

Rushden have ensured to respond promptly within the same say and have let the customer know some useful information about the markers that are on offer in store. The store have even asked about specific colours that the customer is interested in, this would enable them to check stock. Tracey, the customer, seems very pleased with the store's response and has mentioned that she will head into store for a browse.

We hope that you have enjoyed this week’s #ShopfloorHeroes blogpost and are inspired to talk to your store's customers on Twitter and offer them some great customer service! 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.