Social Media Customer Service: Top Tips

Phone with social media apps open on it.

There’s no business without your customers, and with the rise in social media a lot of business now happens online. Therefore, we’ve put together a handy top tip guide to help you put your customers first when replying to them via social media. By providing first class customer service you are making your customers feel valued and are putting them at the very heart of your business.

Social Media Customer Service Top Tip 1:

Pick the best social media platforms for your business

It’s all well and good being on every social media platform, but if that is not where your customers are you won’t be able to reach them. A good idea for gaining knowledge on where your customers are is to do a survey and see which social media platforms are the most popular. By going where your customers actually are, you can deliver a support experience that’s native to their preferred network.

What you learn about where your customers spend their time might surprise you. Don’t make the mistake of assuming that Twitter or Facebook is the best fit for your audience just because you might spend the most time on them.

Social Media Customer Service Top Tip 2:

Monitor social media mentions

You don’t have to stare at your social media feed all day (as tempting as that may be) to know when your customers need help. There are some very useful tools now that will alert you when you get mentioned.

They range from free search tools like Social Mention to full-featured paid products like Mention. These tools can help you stay on top of when and where your product gets mentioned so that you can respond to your customers. They’re great for marketing, but just as important for customer support.

Social Media Customer Service Top Tip 3:

Set up a dedicated handle for social media customer support

Your customer service team can likely address client questions faster and in more detail than your social marketing team can. This helps filter out support and service issues from your primary channel. It also ensures you assign the right teams to monitor the right types of incoming public messages.

If you create a dedicated social channel for customer support, include that handle in your brand’s other social profile bios. This lets people know where to reach out for support-related requests. If a service request comes into your main social channel, pass it along to the right team and respond from your support account.

Social Media Customer Service Top Tip 4:

Create Social Media Guidelines

Social customer support has different challenges and opportunities from social marketing. But it’s no less important to have social media guidelines in place. These should align with your company values and with the social marketing team.

Your brand guidelines for social customer support should cover things such as:

  • Tone of voice
  • Response time for each channel
  • Answers to frequently asked questions
  • Protocol for escalations or other customer issues
  • A message approval procedure and a permission management system

Social Media Customer Service Top Tip 5:

Manage customer expectations

Customers don’t expect all companies to offer the same levels of customer service on social media. A recent study found that customers who pay more for their services expect a higher level of social customer care. Of course, how companies use social media for customer service will vary based on the size of the available team.

The most important thing is to set customer expectations appropriately. Make it clear when your service team is available, and how long it might take you to respond. If there are other resources they can use to get answers faster, let them know. But the most important thing is to always respond.

Conclusion

If you follow these tips, you will be on track to improving your customer service skills via social media whilst keeping a loyal and valued customer base. Whenever you find yourself stuck on a reply , you know where to find us!

If this blog has sparked your interest in social media and digital marketing, click here for more details.

Level 3: Spectacle Maker Apprentice

Spectacles being repaired by a Spectacle Maker Apprentice.

DETAILS OF THE APPRENTICE ROLE

A Spectacle Maker Apprentice is anyone who uses their skills and labor for the production and repair of finished, quality assured spectacles. This comes within a wide range of prescriptions, coatings and finishes, frame types and styles. They will be using a range of materials for frames, lenses and optical manufacturing and repair tools and equipment. They may be working within a small glazing workshop or in a larger manufacturing environment.

KNOWLEDGE REQUIRED TO BECOME A LEVEL 3 SPECTACLE MAKER APPRENTICE

Health & Safety

  • How to comply with current health & safety at work legislation and regulations including COSHH, PPE in the work environment.
  • Safe handling of materials and work processes that ensure the safety of self and others. This includes methods for the safe and sustainable disposal of waste materials.

Materials

  • The properties, uses and limitations of materials used for spectacle making including types of resin, plastics, glass and metals.
  • Techniques for protecting, moving, handling and storing materials.

Tools

The key optical tools and equipment used, the principles of how they work, and how they are prepared, maintained and safely used, including:

  • Hand tools such as precision screwdrivers and optical pliers.
  • Checking tools including focimeter, lensmeters, calipers and base clocks.
  • Process tools including Laps and pads.
  • Cutting, planing and polishing equipment, drills, tinting baths and coating machines.

Quality

  • The application and monitoring of the employer’s quality standards including methods of recording work.

Construction of Spectacles

  • The process of spectacle making and the elements and principles for the construction of spectacles.
  • Typical construction of spectacles and work practice and any restrictions placed on the construction including availability of lens types / frame limitations.

The Manufacture, Service and Repair of Spectacles

  • How to diagnose, analyse and assess for repair or manufacturing options.
  • How to assess and advise on the appropriate level of intervention that may be required.
  • Costings and the process of seeking approval for work.
  • How to apply mathematics and the optical science necessary for the production of prescription and non-prescription lenses.
  • Possible manufacturing problems which may occur and how to respond to them.

SKILLS REQUIRED TO BECOME A LEVEL 3 SPECTACLE MAKER APPRENTICE

Health & Safety and Working Environment

  • Maintain good standards of health and safety for self and for others, using safe working practices.
  • Prepare and maintain a safe working environment, where both hand tools and mechanical tools are prevalent.
  • Identify and minimize hazards and risks in the working environment.

Technical Interpretation and Understanding

  • Create and interpret technical optical specifications, drawings, and other written and verbal instructions for the manufacture and repair of spectacles. This includes the identification and appropriate response to problems, including testing and adjustment, seeking advice and guidance as appropriate.

Manufacturing and Repair Process

  • Select and use the appropriate processes, techniques, materials, tools and equipment for manufacture or repair of spectacles.
  • Undertake the spectacle making process from inception to realization.
  • Remove and dismantle components and products, correcting faults and re-assembly of spectacles to the appropriate standard.

Tools and Equipment

  • Carry out testing and adjustment of spectacles, including lens conformity, frame set-up and cosmetic checks.
  • Maintain materials and equipment as appropriate, including grinding and polishing equipment, assembly tools, (precision screwdrivers, optical pliers, routers), measuring devices (focimeters and lensmeters, base clocks and calipers).

Quality

  • Work to the appropriate optical quality standards and systems, with efficient use of time, materials and resources.
  • Record work and either self-evaluate or obtain feedback from others to improve work and working practice.

BEHAVIORS REQUIRED TO BECOME A LEVEL 3 SPECTACLE MAKER APPRENTICE

Quality Focused

  • Follow policies and procedures, have a strong attention to detail and apply quality assurance checks through the spectacle repair or manufacturing process.

Professionalism

  • Have a strong professional work ethic including pride in your work and attention to detail.
  • Plan and manage time effectively.

Self-development

  • Keep up to date with best practice and emerging technologies within the optical sector.
  • Obtain and offer constructive feedback to others, and develop and maintain professional relationships.

Safety Orientated

  • Be aware of and adopt the processes and procedures for the safe manufacturing or repair of spectacles for both self and others.

OTHER DETAILS FOR THE APPRENTICE

Typically the apprenticeship will take 24 months to complete. The maximum funding for this course from the government is £4000. Apprentices without level 2 English and maths will need to achieve this level prior to taking the end-point assessment.

CONCLUSION

This apprenticeship is perfect for anyone with an interest in spectacle making and starting an apprenticeship. Once the apprenticeship has been completed and the apprentice is qualified, achievement of the standard meets the requirements for eligibility to be admitted as a Freeman of the Worshipful or Company of Spectacle Makers.

To keep up to date about approved apprenticeship standards in the UK please click here.

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