TD Bank, Twitter and Customer Service

by golda on July 19, 2012

TD Bank, Twitter and Customer Service

By Golda Smith

Last week I shared a less than stellar experience I had while getting an oil change. If you missed it, you can catch up here. Surprisingly, I haven’t heard not a single word from them! I don’t only want to share what some companies do wrong; I want to shout if from the social media mountain top when they get it right. Today, I want to share what happened with my bank. It all started with a little tweet…140 characters! Listen up, if you still think that social media, particularly Twitter, is a waste of time and doesn’t deserve any of your marketing dollars, you should listen to this and then re-think that.

Let’s examine what they did right

They have a verified account- Don’t feel bad if you don’t have that cute little blue symbol  that says “verified”. Since I’m talking about a banking institution, you’ll want to make sure that this is a real account and not someone trying to get to your sensitive information. I’ll also note that TDBank makes sure to tell people not to send any account information…would someone actually do that? I guess so.
They responded in a timely manner– Less than 24 hours after I sent my tweet, a real live person responded. In a society that expects instant satisfaction, I thought that was fabulous. If you read their Twitter bio, you’ll see the hours where a live person is available
They personalized the conversation- I checked through their Twitter stream and I noticed that after every tweet was the initial of the person responding. That makes me feel and lets me know that I’m not talking to a robot but a real live person. Also, if you check out their Twitter page, you can see their customer service reps and their names; you’ll be able to identify who interacted with you.
They respond to everyone- Whether you made a positive or negative tweet directly to @tdbank_usa or mentioned them with a #tdbank or simply mentioned their name, you can bet their customer service has their eyes open. They will respond.
Customer Service in Your Business

Even if you're not crazy about the company, you gotta respect how they use social media to build a culture as well as their brand. It's what Tony Hseih calls "delivering happiness" and this chick is happy.
Do you offer this level of customer service in your business? Whether you’re a solopreneur or manage a small staff, you can create an environment where your customers and potential customers feel valued and taken care of. What are your competitors doing that you can improve on? Some business owners have no idea how to use Twitter for business much less to use Twitter and customer service to serve their customers. Heaven forbid a disgruntled customer shares a negative comment. There are a number of questions that you’ll want to answer such as:
  1. How will you respond to positive or negative tweet?
  2. Will you have a separate Twitter account to handle customer service or will it be on your main account?
  3. What hours will you dedicate to customer service?
  4. Who will respond to customer service issues?
There are many more questions to ask and answer but let’s start there. There is no one size fits all when it comes to business but you do need to have systems in place and know your audience. You’ll do just fine; remember you don’t have to do it alone.
I'd love to hear your best customer service experience. Come on over to Facebook and share. Can't wait to see you!

Loving Yourself Through Business By Unplugging and Building RelationshipsGolda Smith is a single mom who is building her "Business From The Kitchen Table" working with entrepreneurs to support them in the tasks that hold their businesses together. Are you on Twitter? Get your checklist, now. Don't tweet without this!





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