{"id":5403,"date":"2014-10-17T15:22:21","date_gmt":"2014-10-17T09:52:21","guid":{"rendered":"https:\/\/simplify360.com\/blog\/2014\/10\/17\/social-customer-service-review-royal-bank-scotland\/"},"modified":"2023-08-18T07:28:54","modified_gmt":"2023-08-18T07:28:54","slug":"social-customer-service-review-royal-bank-scotland","status":"publish","type":"post","link":"https:\/\/simplify360.com\/blog\/social-customer-service-review-royal-bank-scotland\/","title":{"rendered":"Social Customer Service Review &#8211; Royal Bank of Scotland"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"5403\" class=\"elementor elementor-5403\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-631b7b05 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"631b7b05\" data-element_type=\"section\" data-settings=\"{&quot;ekit_has_onepagescroll_dot&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-565d241b\" data-id=\"565d241b\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-785de295 elementor-widget elementor-widget-text-editor\" data-id=\"785de295\" data-element_type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Royal Bank of Scotland is one of the retail banking subsidiaries of the Royal Bank of Scotland Group. They also operate with Natwest and Ulster Bank. In this post we will be looking at mostly the retail banking division of Royal Bank of Scotland.<br \/><img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/10\/Royal-bank-of-scotland-logo.jpg\" alt=\"Royal-bank-of-scotland-logo\" width=\"486\" height=\"365\" \/><br \/>RBS has presence is most of the major social media platforms. They have a presence in Facebook, Twitter, Linkedin and Flickr. They also have a dedicated customer care handle on Twitter which is a good way to go.<br \/><strong>Element 1 \u2013 Tone of Messaging<\/strong><br \/>In all their social communications they have a very personal touch.<br \/><strong>Element 2 \u2013 Are they sending canned responses, without understanding the context?<\/strong><br \/>There are no canned responses sent. The responses are with understanding the context. Complaints are handled extremely well.<\/p><blockquote class=\"twitter-tweet\" lang=\"en\"><p><a href=\"https:\/\/twitter.com\/lifeofclare\">@lifeofclare<\/a> We&#8217;ll call you now Clare sorry. PW<br \/>\u2014 RBS Help (@RBS_Help) <a href=\"https:\/\/twitter.com\/RBS_Help\/status\/522651223271682048\">October 16, 2014<\/a><\/p><\/blockquote><p><script src=\"\/\/platform.twitter.com\/widgets.js\" async=\"\" charset=\"utf-8\"><\/script>\u00a0 For Queries regarding the services they responded with the appropriate links which answers to the queries. Customers can anyday get back to them for any clarification on the same.<\/p><blockquote class=\"twitter-tweet\" lang=\"en\"><p><a href=\"https:\/\/twitter.com\/lcarmichaelx\">@lcarmichaelx<\/a> We do, have a look at this link for details of the account <a href=\"http:\/\/t.co\/OWAZCwGAfY\">http:\/\/t.co\/OWAZCwGAfY<\/a> If you need any help drop me a tweet. E.D \u2014 RBS Help (@RBS_Help) <a href=\"https:\/\/twitter.com\/RBS_Help\/status\/522689767511977984\">October 16, 2014<\/a><\/p><\/blockquote><p><script src=\"\/\/platform.twitter.com\/widgets.js\" async=\"\" charset=\"utf-8\"><\/script><br \/><strong>Element 3 \u2013 Turnaround Time<\/strong><br \/>In Twitter, the brand responded within the next half an hour. Sadly they do not allow fan post on their Facebook page. As a result their response time on Facebook is affected. It takes them nearly 24 hours to get back to customer complaints. The reason being, differentiating a normal comment on post and a complaint is difficult for the brand.<br \/><strong>Element 4 \u2013 Is brand sending personalized replies?<\/strong><br \/>Almost all the responses sent out by the online or social customer support is personalized. This is with clear understanding of the situation as mentioned earlier.<br \/><strong>Element 5 \u2013 Is brand following up on the complaints?<\/strong><br \/>The brand do follow up complaints very closely.\u00a0<img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/10\/The-Royal-Bank-of-Scotland.png\" alt=\"The\" width=\"490\" height=\"513\" \/><br \/>They make sure the case is closed.<br \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/10\/The-Royal-Bank-of-Scotland-2.png\" alt=\"The\" width=\"483\" height=\"220\" \/><br \/><strong>Element 6 \u2013 Is brand answering to all the queries?<\/strong><br \/>No. The brand do not answer to all the queries.<\/p><p><strong>Element 7 \u2013 Is brand sending duplicate replies?<\/strong><br \/>No duplicate replies is sent.<\/p><p>In Summary, the brand handles customers very well on social media. The major drawback of their social media presence is that customers are not allowed to post on their Facebook page. As a result, some angry customers started posting their grievances as a response on the Brand post.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Royal Bank of Scotland is one of the retail banking subsidiaries of the Royal Bank of Scotland Group. They also operate with Natwest and Ulster Bank. In this post we will be looking at mostly the retail banking division of Royal Bank of Scotland. RBS has presence is most of the major social media platforms. &hellip;<\/p>\n<p class=\"read-more\"> <a class=\"\" href=\"https:\/\/simplify360.com\/blog\/social-customer-service-review-royal-bank-scotland\/\"> <span class=\"screen-reader-text\">Social Customer Service Review &#8211; Royal Bank of Scotland<\/span> Read More \u00bb<\/a><\/p>\n","protected":false},"author":13,"featured_media":5411,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_uag_custom_page_level_css":"","site-sidebar-layout":"default","site-content-layout":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"default","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","footnotes":""},"categories":[1643,1707],"tags":[1706,2223,2610],"class_list":["post-5403","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-social-crm","category-social-customer-service","tag-customer-service","tag-social-customer-service","tag-twitter-customer-service"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Social Customer Service Review - Royal Bank of Scotland - Simplify 360<\/title>\n<meta name=\"description\" content=\"Customer service review of Royal bank of Scotland\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/simplify360.com\/blog\/social-customer-service-review-royal-bank-scotland\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Social Customer Service Review - Royal Bank of Scotland - Simplify 360\" \/>\n<meta property=\"og:description\" content=\"Customer service review of Royal bank of Scotland\" \/>\n<meta property=\"og:url\" content=\"https:\/\/simplify360.com\/blog\/social-customer-service-review-royal-bank-scotland\/\" \/>\n<meta property=\"og:site_name\" content=\"Simplify 360\" \/>\n<meta property=\"article:published_time\" content=\"2014-10-17T09:52:21+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-08-18T07:28:54+00:00\" \/>\n<meta name=\"author\" content=\"Simplify360\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/simplify360.com\/blog\/social-customer-service-review-royal-bank-scotland\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/simplify360.com\/blog\/social-customer-service-review-royal-bank-scotland\/\"},\"author\":{\"name\":\"Simplify360\",\"@id\":\"https:\/\/simplify360.com\/blog\/#\/schema\/person\/90bc4f8d55a2c63512c7e124a2007967\"},\"headline\":\"Social Customer Service Review &#8211; 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