Why 'Tell Me More' Is the Ultimate Social Care Power Move

Social Media CX Podcast

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We've all been there as social care agents or social media managers; a frustrated customer sends a heated tweet, or a DM, or a post with a really long complaint. And the knee jerk reaction might be to say, we're so sorry, or to jump straight to the solution.

But here's the thing, those responses, while well-meaning, can sometimes miss the mark.

This happens because not every situation requires an apology. And not every grievance can, or should, be solved in a one-size-fits-all way. That's where Tell Me More is such a power move.

It's more than three words. It's an invitation for your customer to feel heard, to feel validated, and to feel understood.

Today I’m giving you a three-part framework using, 'tell me more’ for your social care strategy

[00:00] Why 'Tell Me More' Is the Ultimate Social Care Power Move

[00:31] The Power of 'Tell Me More'

[02:56] "Tell Me More" Starts the Conversation with Empathy

[03:56] "Tell Me More" Gathers Critical Context

[05:05] 'Tell Me More' is a De-escalation Tool

[05:46] Implementing 'Tell Me More' in Your Strategy

Want more help with what to say our scripts are sure to assist your Customer Care & Community Care efforts quell fears and reduce anxiety. Use this copy & paste verbiage to help with your next difficult customer interaction.