Customers are increasingly turning to Twitter to get customer service, but, as our recent research study found out, many companies are handling Twitter help requests badly. Based on the study: Customer Service - A Twitter Experiment, here are 10 Commandments of Customer Service to help you do it right!

1. THE 10 COMMANDMENTS
OF
CUSTOMER SERVICE
ON TWITTER
From the Frank Reactions Research Study
Customer Service: A Twitter Experiment
Get the full report at
http://frankreactions.com/twittercs

2. I. Thou Shalt Be Responsible
• Ensure that one person has clear
responsibility for monitoring and responding
to Tweets during every time period.
• Have alternates:
• Nobody can be on call
and effective 24/7

3. II. Thou Shalt Not Ignore
Evenings & Weekends
Even if thou can not have paid staff on
Twitter full-time during evenings and
weekends, thou shalt have:
• 1 person who is responsible during those
times
• With their phone set to alert them whenever
thy brand is mentioned on Twitter

4. III. Thou Shalt Not Keep
Customers in the Dark
• Thy Twitter profile must state when it is
staffed, so no one will expect service when
thou might not be there.
• Remember to state thy time zone.
• Give alternate ways customers can get help
during off-hours.

5. IV. Thou Shalt Train Thy Staff
• Develop procedures
for handling twitter
requests in a friendly,
professional manner
• Then train thy staff
and give them
practice

6. V. Thou Shalt Template
Yet Personalize
• Have templated responses
for common queries, yet
• Train staff to personalize
the responses (at least
with the Tweeter’s name)

7. VI. Thou Shalt Not Treat
Customers as Idiots
• Never merely point people back
to thy website. They have likely
already sought enlightenment
there.
• Provide at least the option of
another way to get help if they
cannot find what they seek.

8. VII. Thou Shalt DoThe Extra
Step
• If thou hast a separate Twitter customer
service handle, but a plea appears on thy
regular account do not send the weary
customer elsewhere, but rather forward
the request thyself.
• Have a system that ensures service staff
are aware of such requests as they arrive.

9. VIII. Thou Shalt Never Force
Thy Tweeter to Speak
• While it is oft easier to solve a problem
through conversation, people who choose
to Tweet may fear that mode.
• Thou may offer telephone support as an
alternative, but the choice to use it must
rest with thy customer.

10. IX. Thou Shalt Apologize
• Thou shalt
apologize promptly
for mistakes and
oversights.

11. X. Thou Shalt Monitor Thy
Troops
• Thou shalt regularly audit thy Twitter
account to ensure that none of thy
tribe hath been neglected, and that
all requests are being handled
promptly and well.

12. To Increase Thy Knowlege
• Visit http://frankreactions.com
• Listen to the Frank Reactions podcast on
iTunes or Stitcher
• Tweet with Tema Frank @temafrank
• Request Frank Ideas newsletter delivered
swiftly to thy inbox
• Telephone us at 866-544-9262