Andrea AbbondanzaRunning a restaurant online doesn’t stop at catering delicious food on the table; you need to know how to showcase your restaurant business the right way on the timeline.
No wonder; social media is the place where businesses are in the digital spotlight. Thus, it is important to manage your reputation by mastering the art of social media customer service for restaurants.
Let’s savor the innovative techniques and strategies that top-notch eateries use to delight their customers online!
Rules of Successful Social Media Customer Service
Unlock the secrets to the unparalleled success of excellent customer service in your restaurant’s social media channels with these essential rules. Check them out!
Respond to messages privately first
Responding to customer messages privately first helps maintain a sense of trust and confidentiality with customers while still being open and transparent with the public when appropriate.
It’s all about striking the right balance and ensuring everyone feels heard and respected.
For instance, suppose there’s a customer who wrote a review about how bad their experience is while dining at your restaurant but didn’t specify the details.
To handle this, you can acknowledge their complaint publicly but invite them to discuss it privately for a more effective resolution.
Show lots of genuine empathy
Try putting yourself in the customer’s shoes and understanding their feelings and concerns.
For instance, let’s say there’s a review: “The ambiance was not as cozy as described.”
A boring, robot-like response would be, “We’re sorry for the inconvenience.”. Sounds lame, isn’t it?
Instead, you can write this: “We apologize if the ambiance didn’t match the description. Our aim is to create a warm and inviting atmosphere for all our customers, and we’ll take your feedback into consideration to improve the ambiance. We’ll appreciate it if you let us know which part we should improve. Thank you!”
Ask for feedback every time
Don’t take customer reviews for granted; take them as an opportunity to improve your business by asking for feedback every time.
Asking for feedback every time a restaurant customer drops a review shows that the restaurant values their opinion and is committed to continuous improvement.
For example, when a customer writes, “Great food and excellent service!” you can reply with this: “Thank you for your kind words! We’re delighted you enjoyed your experience. If you have any suggestions for us to make it even better, we’d love to hear them.”
Localize your social media customer service
You don’t always have to use the same style template for all your restaurant branches’ customer service. Instead, consider localizing it.
It means tailoring your online interactions to cater specifically to the preferences, culture, and language of the local community or target audience.
This involves using regional slang, addressing local concerns, and understanding the unique needs of customers in the area.
For instance, if you’re located in Australia, you can use terms like “mate,” “Aussie,” or “G’day” to create a more familiar and relatable tone.
Have clear support guidelines and SOPs
Clear support guidelines and Standard Operating Procedures for social media customer service in restaurants provide a structured framework for the customer service team to follow, ensuring that all customer interactions are handled professionally, with empathy, and promptly.
This consistency helps in maintaining a positive brand image and delivering a seamless customer experience across various social media platforms.
Some guideline examples are responding promptly with empathy, maintaining customer privacy, and having a consistent brand voice and tone.
Frequently Asked Questions
How is social media used in the restaurant industry?
Social media is a game-changer for the restaurant industry. It serves as a powerful tool for promotion, direct customer engagement, feedback collection, online ordering and reservations, and more.
How is social media used in customer service?
Social media is crucial for customer service, offering direct engagement, real-time responses, and feedback collection. It helps build brand advocacy and handles inquiries and customer complaints efficiently.
Why is online presence important for restaurants?
Online presence is vital for restaurants because it boosts visibility, engages customers, enables reservations and orders, and provides cost-effective marketing.
Conclusion
In conclusion, good customer service on social media is a game-changer for restaurants, bridging tableside interactions to the digital realm. Mastering this art fosters lasting customer relationships and valuable insights.
Embrace the possibilities and savor a flavorful future of social media customer service for your restaurant. If you want further assistance regarding marketing strategies for restaurants, contact us at SEO for Restaurants now!
