Customer Service

Although social media is great for exposing customers to content and promotions, it remains chiefly a forum for exchange and discussion. It is therefore essential to let members of your community ask questions, and even more essential to answer them.

The purpose of this section is to provide you with a few answers to the most frequently asked questions on Facebook. Simply modify them as needed.

Try to be positive and maintain a professional tone. If a situation stirs up strong emotions (for example, if you receive a very negative comment), take a few hours to reflect to avoid responding impulsively.

PLEASE NOTE:

If a customer asks a question or leaves a comment that could harm your business, contact the communications team as soon as possible by e-mail at communication@bmr.co so that we can help you respond appropriately.

If a customer asks you a question about a contest or post made by BMR Group and you do not have the answer, contact Pamela Robitaille at numerique@bmr.co; we can help you respond appropriately.

Positive comments | Thank them!

Response:

Thank you for your comment! We’ll share your kind words with our team.

Negative comments | In-store service

Suggested response:

We are sorry to hear this. If you would like to tell us more in a private message, we will follow up with our team.

Alternate response:

We are sorry to hear this. Please contact us directly by calling XXX XXX-XXXX. We would like to know more about your experience with us.

Questions about a service or product

Simple positive response:

Yes, we carry this product in store. Drop by for a visit! Our team will help you find what you need.

Request for details:

Can you tell us more about the product you are looking for? We’ll do our best to help you find it.

Suggested negative response:

Unfortunately, we do not carry this product in store. We do, however, offer [name of comparable product], which is similar.

Alternate negative response:

Unfortunately, we do not carry this product in store.

Suggested response:

We’re very sorry to hear this. If you would like to tell us more in a private message, we will follow up with you regarding this situation.

Alternate response:

We’re very sorry to hear this. Please contact us by calling XXX-XXX-XXXX. Our team will be able to discuss the situation with you.

Positive response:

Yes, we offer this service in store. Drop by for a visit! Our team will answer your questions and help you with your project.

Negative response:

Unfortunately, this service is not available in our store.

Suggested response:

If you feel comfortable doing so, offer tips and suggest required products directly in your Facebook response and invite the customer to come to the store to stock up.

Alternate response:

What a great home project! Drop by and talk to us in store. Our team will provide you with information on the products you need to complete your project. Have a great day!

Request for store information

Positive response:

Yes, we will be open on that date. Come by for a visit!

Negative response:

Unfortunately, our store will be closed on that date. However, we will reopen on [date]. We hope to see you then!

In-store recruitment

Suggested response:

We look forward to reviewing your application. Kindly forward your CV to [e-mail address] and let us know what type of position you would be interested in. Thank you!

Alternate response:

Thank you for your interest! You can send us your CV or bring it directly to us in store. We look forward to meeting you. Have a great day!

Positive response:

Thank you for your interest! Yes, we have several positions to fill. You can send us your CV or bring it directly to us in store. We look forward to meeting you. Have a great day!

Negative response:

Unfortunately, we have no open positions at this time. However, please send us your CV. We will be happy to keep it on file for future openings. Thank you!

Sponsorship request

Suggested response:

Thank you for thinking of us. We will review your proposal and contact you if interested. Have a wonderful day!

Alternate response:

Thank you for thinking of us. Please forward your proposal by e-mail to [name of person] at [e-mail address]. This person will review it and follow up with you if we are interested. Have a great day!

Question about a promotion

Positive response:

Yes, you can still purchase this product for $X.XX. The promotion ends soon, so don’t wait!

Negative response:

Unfortunately, the promotion had ended. However, we have many other great promotions coming soon. Check our flyers regularly. You can view them online at bmr.co/en/flyer.

Suggested response:

You can find our current promotions on our website: www.bmr.co. In addition, we have a special discount on [products X; highlight one or more local promotions].

Other suggested response:

We have a newsletter you can subscribe to. This way, you will receive information on all new promotions directly by e-mail. You can subscribe by visiting bmr.co/en/subscribe-bmr-newsletter.

Alternate response:

We have several discounts and promotions on [products X]. Come visit us in store for details.

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