Presentation on theme: "How Auxiliary Services can use Twitter for excellent customer service."— Presentation transcript:
How Auxiliary Services can use Twitter for excellent customer service
Why Twitter? Fast Helpful Informative
Example of a quick info Tweet:
Why Twitter? News source
Why Twitter? Provides quick answers to customer service questions/problems
IT’S NOT ME ME ME IT’S YOU YOU YOU !
Getting Started: GOALS Provide a channel for conversation and customer service for Auxiliary Services Create a likeable, honest, transparent voice Enhance awareness of our services HEAR what clients are saying about us Respond to customer complaints Provide added value to customers
Getting Started: the TEAM Contract managers Customer service people High-level director Student worker(s)
Getting Started: NAMES Keep them short and simple Easily identifiable and descriptive Use the power of multiple streams
Start a “Tweet bank” Start with a calendar Take pictures of students using your services. Take photos of staff doing their jobs Write “awareness” Tweets Ask Aux areas to provide list of FAQs Think of relevant questions to ask to engage students Have 25-30 evergreens in your Tweet bank
Use a dashboard like Hootsuite or Tweetdeck
LISTEN UP! Type in key words like the name of your Univeristy, University nickname plus names of your service areas, names of dining halls, bookstore, copy center, etc. Then save those streams.
Monitter – real time listening
Set Google alerts
Tie Twitter to your web pages
Create a blog or news page; let Twitter lead followers to it.
Engage with others Follow the feeds of others in the University Follow contracted partners Follow student leaders Follow campus media
Play nicely with others Retweet what other areas are saying if it helps them, whether it helps your area direcly or not. Ask other areas to do the same for you.
Best practices for Auxiliaries Do your homework! It only takes a minute to do a Twitter search to find if there any conversations about your services.
Best practices for Auxiliaries Build your credibility — don’t worry about how many followers you have. Worry about establishing your Twitter feed as a trusted source of information Answer questions, be personal and natural and be responsive
Best practices for Auxiliaries Listen and observe. You don’t have to follow everyone who mentions your organization. In fact, it’s often best not to. Haters are going to hate. Don’t respond to general venting.
Best practices for Auxiliaries Be authentic and believable. This builds trust. Ask questions but make sure they’re relevant. Don’t start posts with, “Did you know” or, “Have you ever wondered…” It’s too easy for the reader to think, “No,” and not read the rest.
Best practices for Auxiliaries Have a plan in place for when things go wrong.
Best practices for Auxiliaries Don’t forget you work at an institution of higher learning! Watch your spelling, grammar and DO NOT USE MORE THAN ONE EXCLAIMATION POINT EVER!!!!!!!!!!! Never, ever forget that the whole reason you do this is to provide an immediate, accessible way to provide superior customer service.