Of Superman and Authentic Customer Service on Twitter

The staple of the superhero mythology is, there’s the superhero and there is the alter ego. Batman in reality is Bruce Wayne, Green Lantern is Hal Jordan, Spider-Man is really Peter Parker. When that character wakes up every morning, he’s Peter Parker. He has to put on a costume to become Spider-Man.

And it is in that attribute that Superman stands alone. Superman didn’t become Superman. Superman was born Superman (Kal-El to the true geeks reading this). When Superman wakes up in the morning, has his coffee and showers he’s still Superman. His alter ego, his costume, is Clark Kent.

If you are one of the many companies that is dipping your toe into the Social Media stream to see if it’s something you want to utilize as a customer service outlet then listen closely true believers; If you do take this heroic path make sure you build a Justice League style support team! Whoever your voice is, especially if you utilize Twitter, make sure they are a Superman at customer service. What do I mean by SUPERMAN? Funny you should ask:

Simply

Using

Personal

Engagement

Really

Makes

A

Negative Into a Positive!

By having someone at the helm of your guest relations social media who is authentic and doesn’t don a “costume” to fulfill a role, makes the greatest difference in the world! People can smell a scripted person who is just going through the motions and “sounding” polite while on the other end they are reading the horoscopes and eyeing the clock.

Especially on Twitter! If you are making the effort and investment to use Twitter as a customer service outlet to achieve real-time results,  then you have to make sure that person has a “voice” that is going to be engaging, authentic and personable.  If you are going to go through all this trouble to build a customer response presence in social media then make sure you are dedicating real heroes to upholding your companies truth, justice and philosophies way.

Ted Coine just wrote a great piece on his “21st century Leaders” blog about automated messages and what an impersonal thing they are in a world called “SOCIAL” media. The same, if not more importantly, must be said of, real-time customer service social media engagement.  If you hit them with a “you matter to us” auto response message when they Tweet your business, guess what? They will RT (re-tweet) what a villainous maneuver you just pulled and the Breck Effect takes place. They tell two friends, and so on, and so on… 

As I tell my customer service trainees/trainers for phone and online support at seminars, you MUST smile as you would if you were face to face with the guest. Believe me; they can “hear” it! A smile is not just a facial expression; it’s a tone of voice.

How your representatives “sound” can quell an irate customer just by “snake charming” them with their voice. Calm, friendly and sympathetic to the dilemma at hand saves the company time fixing an issue that could have been handled by the right and or well trained hero.

Now where is my cape? Anyone seen my cape? How about my boots? They’re red…Anyone?

How about my tights?

Check out these great posts on Social Media!

The Rules of Social Media Engagement” by Brian Solis

Don’t SPAM Me Bro!” by Ted Coine

 Let It Be- The Beatles take on Customer Service in Social Media” by Ty Sullivan

 

Views: 998

Tags: #custserv, LinkedIn, batman, comics, customer, facebook, guest, marketing, media, promotions, More…service, social, sullivan, superman, training, twitter, ty

Comment

You need to be a member of FohBoh to add comments!

Join FohBoh

Comment by Ray Welch on April 8, 2011 at 11:38am

Foodservice, social media AND Superman...isn't that the trifecta of blog posts here in this community? 

 

Great post and great information.

 

As a business owner, I am always cognizant of the fact that an employee (non-owner) can be responsible for heralding our corporate message within the social media world.  It is a tough thing to let go of that control, even when you have faith in the person you've entrusted.

 

Training and continuously reviewing corporate core values are the tools used to ensure everyone within the organization is sending the same message, both in facts and tone.  It is that training which also helps to overcome the fear of letting go.

 

 

Comment by Steven Groves on April 4, 2011 at 8:07am
Great observations Ty; the authentic engagement is a huge aspect of what can make a social presence more effective.  I have found that WAAAYYYY to many social media experts use automated reply's to new subscribers, which IMHO is a bit disingenuous - if you want to thank someone for the follow, do so in-person or just don't.  The in-between response of a pre-programmed msg seems to not be appreciated.  To be fair though, I've established brand-oriented accounts that are designed to carry a marketing message and those will be pre-programmed with some messages but still constantly monitored for interactions.

Non-Operator
Comment by Jim Matorin on April 4, 2011 at 3:29am
Ty: Why only one voice?  How about having a team that is trained, thus guests hear from different POV, just like they are in an operation and encounter different touch points of customer service - bar tender, server(s), etc.

Advertisments

 

DEPARTMENTS

Social Wine Club for Craft Wineries

Smartbrief

Kids LiveWell atwitter over Twitter party

In its continuing effort to promote more nutritious and flavorful children's menu options, the NRA will hold a Twitter party  -More

Starbucks could become top on-premise wine seller in U.S.

Starbucks is planning to slowly expand its evening sales of wine, beer and small plates to thousands of selected stores throu -More

The evolving nature of snacks

Snacks have shifted from an after-school treat to a meal alternative as meal times become more fragmented.  -More

JOBS & CAREERS

Posting a job or finding a job starts here at FohBoh. Call us about special $25 posting packages to syndicate across all major jobs boards.

National News

Wahlburgers Announces Expansion Plans Including Franchise Agreement in Philadelphia

Wahlburgers has signed a franchise agreement with Hingham Associates, LLC that will bring five Wahlburgers to the metropolitan Philadelphia area over the next several years. The franchise group is actively looking at sites and is targeting a late 2014-early 2015 opening for its first restaurant.

Chipotle Mexican Grill, Inc. First Quarter 2014 Revenue Up 24.4%

Comparable restaurant sales increased 13.4% - Restaurant level operating margin was 25.9%, a decrease of 40 basis points

Jamba Juice Announces Grand Opening of New St. Louis, MO Location

Jamba Juice Company announced the brand’s continued expansion in the St. Louis market with the opening of a Jamba Juice® store at 11477 Olive Blvd. on April 16, 2014.

Expert in Real Estate Analytics Joins Luna Grill

Luna Grill, the San Diego-based Mediterranean restaurant chain, is welcoming retail real estate industry veteran Greg Thorburn to its leadership team. Thorburn has been brought on board to fill the newly created position of Vice-President of Real Estate.

Rita's Italian Ice Awards Area Development Agreement for Kansas

Rita's Italian Ice has awarded franchise and area development agreements for Kansas and the Kansas City area, which extends to the Missouri side of the city, to franchisees and local residents Jay Miller, Jeff Miller and Pat Reilly.

CROWD FUNDING

If you are looking for capital to start or grow your restaurant, create the next 501c3, develop and launch the next app for the restaurant industry,or want to help your peers in some meaningful way, we want to know about it.

TED TALKS VIDEO

TED: Matthew Carter: My life in typefaces - Matthew Carter (2014)

Pick up a book, magazine or screen, and more than likely you'll come across some typography designed by Matthew Carter. In this charming talk, the man behind typefaces such as Verdana, Georgia and Bell Centennial (designed just for phone books -- remember them?), takes us on a spin through a career focused on the very last pixel of each letter of a font.

TED: Jeremy Kasdin: The flower-shaped starshade that might help us detect Earth-like planets - Jeremy Kasdin (2014)

Astronomers believe that every star in the galaxy has a planet, one fifth of which might harbor life. Only we haven't seen any of them -- yet. Jeremy Kasdin and his team are looking to change that with the design and engineering of an extraordinary piece of equipment: a flower petal-shaped "starshade" that allows a telescope to photograph planets from 50,000 kilometers away. It is, he says, the "coolest possible science."

TED: Norman Spack: How I help transgender teens become who they want to be - Norman Spack (2013)

Puberty is an awkward time for just about everybody, but for transgender teens it can be a nightmare, as they grow overnight into bodies they aren't comfortable with. In a heartfelt talk, endocrinologist Norman Spack tells a personal story of how he became one of the few doctors in the US to treat minors with hormone replacement therapy. By staving off the effects of puberty, Spack gives trans teens the time they need. (Filmed at TEDxBeaconStreet.)

TED: Jennifer Senior: For parents, happiness is a very high bar - Jennifer Senior (2014)

The parenting section of the bookstore is overwhelming—it's "a giant, candy-colored monument to our collective panic," as writer Jennifer Senior puts it. Why is parenthood filled with so much anxiety? Because the goal of modern, middle-class parents—to raise happy children—is so elusive. In this honest talk, she offers some kinder and more achievable aims.

© 2014   Created by FohBoh.

Badges  |  Report an Issue  |  Terms of Service