What is the Best Way to Handle a Complaint Through Social Media?

We asked our Twitter panel to answer “What is the best way to handle a complaint through social media?”

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The Contact Company ‏

Clue is in the question: “Handle” it. Be responsive, proactive & resolve it. Do *not* ignore it!

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Genesys

It’s crucial that customers can see you’re trying to help – Reply to all enquiries, even if it’s just “DM me further about this”

**remember that you will need to be following your customer in order for them to Direct Message (DM) you.

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Magnetic North

Have management and escalation processes in place, just as you would any other complaint.

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mplsystems ‏

Prioritise questions where you can be responsive: ‘what promotions are you running?’ ‘when is the store open?’

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Richard McCrossan @dossan

DON’T push customers to your phone number or website – they probably already tried that!

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Magnetic North ‏

Respond to complaints as quickly as possible, even if there is no immediate action you can take and it’s just to say sorry.

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Sabio Sense ‏@sabiosense

Respond directly to the tweet, don’t just use a generic canned response.

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Rostrvm Solutions ‏

Respond by phoning. It’s quicker, private, personal and effective. Close the loop with a ‘Thanks for taking my call’ note.

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NewVoiceMedia ‏

Don’t delay in responding. Customers expect a quick response through social media #custserv

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mplsystems ‏

Bring social in alongside existing telephony and CRM, that way agents will always be alerted to critical posts.

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Genesys

Don’t ask customers to put in even more effort – try & resolve the problem instead of saying “come into the store and we’ll help”

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Scorebuddy ‏@score_buddy

Use experienced agents who have autonomy and are well attuned to the high quality service required!

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Richard McCrossan @dossan

Never EVER just delete complaints or negative comments on #socialmedia – this will only aggravate the customer even more!

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What do you think is the best way to handle a complaint through social media?