Who has ever experienced poor customer service or been dissatisfied with a product? We all have!
How customers address those problems has changed greatly in recent years though. Gone are the days of comment cards on postcards. In today’s world, poor customer service and feedback on products can easily be addressed through social media.
Recently I used Twitter to reach out to a company that I had done business with. I had placed an order with a popular direct sales company that specializes in scented products and warmers (not naming any names but you can probably figure it out). I placed my order in September and it is now the end of February and I still have not received my product. When I placed my order I knew that the product was on backorder but I was told that I would receive it within 8-10 weeks. I’m not a math genius but September to the end of February is a lot longer than 10 weeks!
I had previously tried to contact the company but never received a response. Last night I decided to take to social media to reach out to the company. I tweeted to the company and within minutes I had a response.
Companies are usually quick to respond when you address an issue in a public environment where other potential customers may see your message!
Last year I received poor service and horrible food from a certain pizza place. I used Facebook to reach the company by posting on their Facebook page and including a picture of the food I received. The next day I received a message from the company and coupons for 5 free pizzas.
Don’t be afraid to use social media to contact a company when you receive poor service or are dissatisfied with the product you received. Here are 6 tips to remember when using social media to address your dissatisfaction.
6 Tips To Remember When Using Social Media to Address Customer Complaints
1. Stay calm and professional.
Remember that not only will the company see your message but so will others. You don’t want to look like a raging idiot.
2. Choose the best social media platform.
Do you have a picture to share of a product? Facebook or Instagram may be best for your message and photo. Can you express your dissatisfaction in 140 characters? If so, use Twitter.
3. Is the company more active on one social media site than another?
Consider this when posting your message on their most active site.
4. Short and sweet.
Send a message that is clear and concise and gets the point across.
5. Just the facts ma’am, just the facts.
Stick to the facts regarding your experience. Leave your emotions out of your message. Yes, we understand that you are angry or disappointed but stick to the facts.
6. Be prepared to offer suggestions to the company of what they can do to make you a happy customer.
Do you want a refund? A replacement product? Coupons for future purchases?
Remember, businesses depend on you, the customer, to keep their doors open. A good business will do what it can to keep their customers happy because in the end that’s more of a profit for them.
Have you ever used social media to reach out to a business after a bad experience? What happened?