A complaint expressed via Twitter, especially with the hashtag of the company’s name together with ‘bad customer service’, is likely to get a very quick response.
Today, Twitter and Facebook are the go-to outlets for our protests, offering a convenient and faceless black hole of Insta-rage. It’s where you find pissed-off people tagging instances of #badcustomerservice, the charming SCREW-YOU-HOME-DEPOT crowd; and all those people who will never, ever, fly some aircraft again. But these are not places for action. They’re just venues to let off steam. “Sometimes all you need and the best you can do is vent,” Winch says. Transforming a wrong into a right is a learned skill that requires more than a quick tweet.
Once you’ve found the right person, whether face-to-face or via email, it’s show time. Start with something positive, because you don’t want them to think you’re just an angry person. This is usually a simple compliment (i.e. “I love your products . . . ”), and it never hurts to mention your shopping habits (“ . . . and I buy them all the time”). Then get to the point. Skip the drama, exclamation marks and hyperbole. Don’t allow yourself to be proven completely irrational.
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