Customer service on Facebook is really just good common sense in the form of standout community management, with a few technical tweaks if your a bigger brand.

1. Live your words on Facebook. Reply publicly back on the platform and follow through. Many brands just pay lip service to customer service on Facebook. #beauthentic
2. Think of Facebook or Twitter as early warning systems - much better “heading them off at the pass” early on as opposed to really irritating a customer and then getting those slings and arrows on a reoccurring basis.
3. If you have a high volume Facebook page it may be worth your time to create a custom Tab right on your page for customer service issues.
4. Use Twitter or Facebook to connect customers together that may have a common need or share an industry. Paying it forward can yield unanticipated results.#digitalthreesomes
5. Bad stuff happens to us all. When we get spam complaints via our Newsletter we try to immediately let the client know we messed up and they are unsubscribed. On Facebook don’t be afraid to let customers know you have made a mistake.

1. Get rid of the “anonymous” response on Facebook. If you have a dedicated person or persons encourage them to share their names and even email addresses. We all love doing business with people we know.
2. If you got a problem and you know it’s going to or has happened let your community know. Today’s small issue can turn into a PR nightmare if you let it fester.
3. Bake in some kind of response time into your communications: “we heard you and we’ll get back to you in 3-5 hours” - set an expectation that you can really adhere to.
4. Remember those people you hated until you got to know them? Consumers on Facebook echo real life. Once you are acquainted with them and their problems you may discover how to turn them into brand advocates for life.
5. In the end,  stellar Facebook customer service is really good community management: respond to problems as quickly as possible, engage and thank the community, be a real brand and fess up when you screw up, over deliver on follow through when you can.
6. Text interaction with customers on Facebook is starting to come to the forefront as a viable way to interact with customers.

Platforms for enhanced customer service: Sprout Social, Zendesk, Nimble, UserVooice, FreshDesk, Lithium, HootSuite, Social Bakers.