How NOT to handle customer complaints…
As much as we’d all like to, it’s impossible to avoid customer complaints from time to time. No matter how much you try, you can’t please all of the people all of the time – especially in the world of business.
But when you DO get a complaint from a disgruntled customer, you like to resolve it quickly, calmly and quietly right? Well spare a thought for one Tesco employee who was on the end of some pretty harsh – and NSFW! – words when she failed to see what one customer was complaining about.
A Twitter user complained when he found his pizza base was mouldy, and let’s just say things didn’t get much sweeter when he took to the site to get a resolution. Take a look at what unfolded here:
While we could argue about which party was in the wrong for hours, there’s something much more important to think about here.
Unintentionally, Tesco have created a social media storm. All because they failed to fully understand the customer’s complaint. And while it might be a proverbial storm in a teacup that has now been resolved, it hasn’t been a good news day for the supermarket.
Social media is a great platform for your business, and is great for connecting you with your customers. It gives them instant access to a member of your team, and helps you build relationships and rapport with prospects and customers.
But you need to get it right.
Do you have a consistent brand voice?
Are you able to quickly respond to messages and resolve any issues?
If you’re not already, you should be embracing social media in 2016…just make sure you don’t trip up like Tesco.
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