Every once and awhile we experience inconveniences or poor customer service that send us into a rage. How do we complain or air our grievances? How do we receive justice for being wronged? We live in the age of technology. Instead of “going to the mattresses” to handle issues we go to social media. Should we berate an airline over twitter because of poor in-flight wi-fi service? Should we start a boycott of a cable company because we were left on hold for an hour? Companies would, of course, prefer you contact them via email rather than making the complaint public. There should be etiquette for dissatisfied customers to follow on social media, though. Before any message is sent thought must go into the message and remember “Do unto others as you would have them do unto you.” Hope you enjoy Cathy’s Tuesday Tip! ~Cathy
Get Their Attention
For a company to recognize that you have an issue they must first be tagged with their official handle. If not, they have no idea that you are upset. Larger companies have employees who monitor social media for these situations. Most companies respond quickly to resolve any issues before it goes too far. If the complaint has to do with health or safety issue be sure to tag a watchdog group. This makes your post seem a little more authoritative.
Be a Follower
Twitter is the easiest for brands to monitor so be sure to start there first. Be sure to follow the company on Twitter and Facebook. This will make communications easier between you both. The companies will likely want to contact you directly without having a character limit while trying to resolve the issue.
Keep a Cool Head
Remember, “you win more flies with honey than with vinegar.” Be patient and polite, not threatening. It may take a little time for the problem to be resolved even though YOU need a solution immediately. Be mindful of your words and be hesitant about going on a rant. Social media is public. You never know who will read it. Plus, some companies have recently begun libel lawsuits over falsified negative comments or reviews.
Giving all the details can be difficult over social media outlets such as Twitter. Having just a few characters to explain the problem is impossible. In many instances, it may be easier to send an email or make a phone call. If you do decide to continue with social media, resolving your issue may go smoother and quicker with as many details that you can offer such as airport codes, city, and state, etc.
One Step Further
Social media can offer instant gratification rather than wait on hold for hours. There are times, though, that it just doesn’t work. The company may need additional information or doesn’t respond at all. Do not hesitate to send an email or give them a call after your first attempt at communicating doesn’t work out.
Before going on a rant about an issue on social media, think it through. This is a public domain for everyone’s thoughts and ideas. Let’s try to keep it a positive forum. We may have a complaint and be frustrated but keeping calm and communicating in a civilized fashion can go a long way. Just remember to call them by their handle and be specific. Following these tips may help your problems get resolved without as much of a headache.
I hope you enjoyed Cathy’s Tuesday Tip this week. To view more of Cathy’s Tuesday Tips, visit our blog.