Twitter - A New Age For Customer Service ~ Social Business Today

Photo: Courtesy of Sanda Belaire

Social media has offered a new way for businesses to interact with both current and potential customers.?Sanda Belaire, a manager at Nordstrom?s flagship store in Seattle, knows firsthand how beneficial it is to form these online relationships. She has used her socially savvy skills to promote both the company she works for and herself professionally.

Utilizing Twitter, Sanda has increased social media interactions for Nordstrom and grown her own following. Check out this 1:1 interview for an inside look at how one of the largest department stores in the country utilizes social media. Sanda lends useful advice on growing a Twitter following both as a company and personally, how to best use Twitter as a customer service tool and more.

Sanda:?My Nordstrom career began 25 years ago and over that time I have worked at 5 Nordstrom and Nordstrom Rack stores. I?m passionate about people and fashion, which falls directly in line with the Nordstrom culture. We are encouraged to be owners of our own business and social media has been a great way to listen to existing customers as well as connect with new customers.

Q: Sanda, can you tell us a little bit about your professional background including how you got into your current profession and how you began incorporating social media into your career?

In 2009 Nordstrom employees were given the opportunity to use social media professionally. I was already using Twitter in my personal life, but as a Personal Stylist Manager, I found it was an effective way to spread the message about Nordstrom?s complimentary Personal Styling service. It quickly became my way of connecting with customers on a day-to-day basis.

Today I use Twitter, Instagram and Pinterest to share anything I?m excited about throughout the store and social media has become an integral part of my day. If a fabulous Christian Louboutin shoe or Alexander Wang dress comes in, I want to share it immediately and social media enables me to do that.

On a personal note, I find that Twitter is the most effective and timely way to receive information. As a working mom, reading my Twitter timeline is the best way to know what?s going on in the world. Twitter is the fastest way to get breaking news, from the people who are there as it?s happening in real time.

Q: In many cases, Twitter seems to be an extension of a company?s customer service department. In putting yourself out there as a representative for Nordstrom, how do you handle unhappy customers?

Sanda:?At Nordstrom we are empowered to do whatever it takes to make the customer happy. We listen to their problem, try to find a solution by using good judgment and respond in the best way we can.

We know that the definition of customer service is changing and today many want to be served through social media. Customers can tweet at Nordstrom or their salesperson anytime with their needs or questions. I try to respond as soon as I am able. In the past I?ve found merchandise, connected salespeople, suggested the right shoes and gifts through Twitter as well as met fabulous people.

Social media is continuing to redefine service and we are here to listen to our customers ? happy or unhappy.

Source: http://www.socialbusinesstoday.net/2012/12/twitter-new-age-for-customer-service.html

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