Social media has grown from a way to simply connect with friends to being one of the biggest marketing tools available to businesses. Being able to connect on a more personal level with customers provides invaluable benefits for both the consumer and the business. Red Arrow is increasingly turning to social media to give their customers updates on issues impacting departures, schedule changes, and other pertinent information.
Below are five rules of thumb every travel company should follow in order to keep their customers happily informed and engaged:
1. Use Social Media as an Information and Service Channel
Social media is a great way to keep passengers informed about any issues impacting scheduled service or changes to routes. But it’s not always the best way to respond to customer complaints or issues. Issues related directly to personal travel plans and specific questions about trip planning are sometimes best handled by customer service agents that are able to assess the circumstances and provide feasible solutions to the traveller.
At Red Arrow, we believe that social media is a great way to connect with our customers, however, we strongly feel that it’s our Passenger Experience Representatives that have the best chance at resolving customer issues such as personal trip planning and rescheduling trips. Yes, we hear you when you tweet to @travelredarrow, but if it’s related to reservations or other issues, it’s best if you call our customer service number at 1-800-232-1958.
2. Share Information
Being proactive about updating customers with new travel information will educate clients, save them time and mitigate issues.
3. Respond in a Timely Manner
Letting your customers know you’re there to help them is especially important. Customers turn to social media because it’s fast. Even if you’re unable to assist via social media, responding quickly with the contact information of the agent that can best help them will show them you’re serious about the quality of your customer service. Not every company mans their social media channels 24/7. If this is the case, let your customers know.
4. Listen Up!
Many times it is your customers, not your staff, that first update you on things happening within your company. Your customers on the ground might be able to shed light on a problem faster than your staff. Additionally, using social media is a great way to hear what clients are saying about you, and to get feedback you might not hear otherwise. It’s important to remain attentive on social media channels — leaders in this space aim to respond within 15 minutes.
5. Don’t Ignore Complaints or Respond in Anger
Mistakes happen. But if you’re not checking your social media pages, when an unhappy traveller makes a comment, you won’t be there to be a part of the conversation or offer solutions. Allowing these frustrations to go unaddressed can be highly damaging to your brand and is a huge turnoff for current and potential customers who will begin to distrust you. Always respond to grumpy clients in a friendly, timely and helpful manner.
At Red Arrow we do our best to follow these rules of thumbs and are here to listen to what our passengers have to say. The best way to get an answer to a question or let us know about something that’s not quite right, call our customer service # 1-800-232-1958.
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