Technology. Depending on the day, it is either a love or hate relationship. Wouldn’t you agree? But for the most part it has been life changing for most of us. It has opened a wealth of information that used to either be hard to find or non-existent unless you were part of a secret society and knew exactly where to look, who to call and/or who to ask. Technology has broadened our reach to instantly connect with others across the world.
One of the rewarding facets of technology and social media is it allows us to get results much faster. Take, for instance, bad customer service. We’ve all been experienced it. Sometimes it’s something small and you just let it slide. Other times you ask to speak to the supervisor. And sometimes, you just want to really tell someone off…..
Since so many of our transactions and interactions are online these days, it can be hard to know who to complain to or how to complain without it taking hours (yes, I’ve been there) and hours on the phone trying to reach the correct person who will not only listen but be able to resolve the situation for you. It can be a daunting task.
But, I’ve stumbled onto a secret source that I’m about to share with you
Many years ago my husband and I had a couple of rental homes and we were having major problems with one of the mortgage companies not getting our payment right and adding on inappropriate fees, etc. I spent hours and hours and hours and many tears trying to sort it out on the phone and in writing. I was constantly transferred to different departments or told inaccurate information that they constantly denied being inaccurate. It was a major nightmare (that’s an understatement).
Then, I heard about companies hiring people to monitor social media sources and respond to comments – both good and bad. At that time the big ones were Facebook and Twitter. And, Twitter was the one that seemed to get the quickest response time. So, I decided to test it myself.
I have a Twitter account for business purposes so I jumped on Twitter and immediately found the handle for the mortgage company and posted a tweet about having a really bad experience. Within minutes (yes! MINUTES!) I had a response from a representative at the mortgage company and through private messaging I explained the issue. Within a day I had a manager (yes! MANAGER!) from the correct department contact me, resolve my issue and give me his direct line. WHAT???? (Truth)
I was shocked that a simple post on Twitter would resolve my issue so quickly. But it did. And, over the years I’ve continued to use social media as a way to resolve bad customer service experiences with major corporations where it is so easy to get lost in sea of phone calls. I have tested other social media outlets including Facebook and have found I get more responses much quicker from Twitter.
Do you have a complaint? Here are some tips to follow to get results:
- Don’t be whiny. Simply state you had a bad experience or that you are disappointed in how the situation was handled. Even though you might be angry, keep your post to just the facts without name calling or finger pointing and other degrading comments. You don’t want to put the company in question on the defensive. You want them to want to help you.
- Stick to the facts without going into detail. “I had a really bad experience with Company Name and I’m very disappointed in how it was handled” is usually enough to get a response.
- Use the company’s official handle. With Twitter simply use the @ symbol and do a search on the company’s name and their handle should come up. Use the handle in the post and they will see it. Be sure you have the correct one. There are a lot of copy cats out there.
- Keep notes when you talk to people on the phone such as name of the person you spoke with, their department, date and time and what they told you. You may need those notes for documentation later.
Finally, remember not every major company has social media monitors and this tool might not work for you. But, it’s worth a shot!
Good luck and I’ll see you at the beach!