Using Twitter to complain, get the customer service you deserve - WSPA.com

Using social media to complain, get the customer service you deserve

Posted: Updated:
TAMPA, FL (WFLA) -

While customers should receive good service no matter the medium they use to complain, more and more people are using social media to vent their gripes about bad customer service. Twitter and Facebook are becoming popular forums for consumers who want their voices heard. And in this social media driven world they want an answer fast.

The average American now spends six to eight hours a day on social media and businesses are monitoring and listening.

Brighthouse spokesperson Joe Durkin says "we have six employees dedicated full time to being out there in the social spectrum just looking for those mentions."

Companies are taking pride in responding quickly to negative and positive tweets and posts. Publix was recently ranked one of the top ten socially devoted U.S. brands on Facebook.  The ranking is based on the number of Facebook fans, how often the company responds and the amount of time it takes for the company to respond.

Shannon Patten is the Director of Social Media and Customer for Publix. "We set out to make sure we created the same level of customer service on our page that our customers receive when they are visiting one of our stores.  We really see our Facebook page as an extension of the store experience."


News Channel Eight viewer Kat Lewis concurs.  She responded to a WFLA post on Facebook about using social media to complain and said "I complained on Twitter about a bad salad I had at Publix. They notified me immediately, apologized and sent me a gift card!"

Social Media expert Deborah Shane of Dunedin says: "It is a really amazing thing that you can use Facebook and Twitter in this way."

Shane had an issue with her Comcast service when she lived in South Florida so she tweeted about it and says Comcast responded almost instantly. "Number one, holy moly, he answered me and number two, resolved my issue.  So I was now saying thank you Comcast, this is amazing."

Deborah Shane says companies can't afford to ignore customers who tweet and post.  "I would say to answer them immediately.  Be proactive, don't wait. This is a golden opportunity for you to reverse a customer service issue by being prompt and being personal with them."

HOW TO EFFECTIVELY USE TWITTER TO COMPLAIN:
  • The web is a treasure trove of information. Experts say if you use some simple tips, you may find getting a response to be much easier.

  • If you encounter a problem with a large company, take the time to do a quick Internet search and see if they have a specific Twitter handle for the local branch of the company.

  • Check to see if the company has Twitter handle just for customer service. Some companies will have multiple accounts with one specifically dedicated to handling customer inquiries and problems. If they have one dedicated for problems, use it.

  • Once your complaint is out on the web, it's hard to take it back. Choose your words carefully. Give thought to how public you want to be with your complaint. Remember, @Replies are only less visible to the public than @mentions. Using @mentions is when you put their name anywhere in the body of the tweet. This allows ALL your followers to see it…even if they are not following the company you're complaining about!

  • Remember, you have 140 characters. Use them wisely. Provide the most compelling information first. Catch their attention. Don't over sensationalize the problem though! If it doesn't all fit, think about writing your content elsewhere and linking to it in the tweet.

  • Finally, monitor YOUR @mentions and @replies. It would look bad if you miss their reply to you. And, if you don't get a response within 2-3 business days, experts advise sending them a quick tweet as a reminder.

YOUR VOICE: Have you reached out to a company on Twitter? How did they handle the situation? Join the discussion on my Facebook page.

 

  • Top StoriesTop StoriesMore>>

  • 1 Dead After Crash On Greenpond Rd.

    1 Dead After Crash On Greenpond Rd.

    Wednesday, August 27 2014 7:16 AM EDT2014-08-27 11:16:55 GMT
    1 dead after crash in Greenville County.1 dead after crash in Greenville County.
    The Highway Patrol says one person is dead after a single car crash in Greenville County.Troopers say ithappened at 12:05 a.m. on Greenpond Road near Martin Road just outside the town on Fountain Inn.Investigators say the drive of a 1998 Ford Expedition went off the road overturned and hit a fence.
    The Highway Patrol says one person is dead after a single car crash in Greenville County.Troopers say ithappened at 12:05 a.m. on Greenpond Road near Martin Road just outside the town on Fountain Inn.Investigators say the drive of a 1998 Ford Expedition went off the road overturned and hit a fence.
  • Extra Patrols in Place for Labor Day Weekend

    Extra Patrols in Place for Labor Day Weekend

    Wednesday, August 27 2014 5:49 AM EDT2014-08-27 09:49:54 GMT
    Extra patrols for Labor Day WeekendExtra patrols for Labor Day Weekend
    More South Carolinians will be traveling for Labor Day weekend than in the last 6 years. Over 450,000 people will be traveling more than 50 miles, according to AAA Carolinas.With so many people on the roads, law enforcement is putting out extra patrols to keep you safe.Hands Across The Borders starts Wednesday in the Upstate. This is where dozens of law enforcement agencies from North Carolina, South Carolina, and Georgia work together to stop drinking and driving.
    More South Carolinians will be traveling for Labor Day weekend than in the last 6 years. Over 450,000 people will be traveling more than 50 miles, according to AAA Carolinas.With so many people on the roads, law enforcement is putting out extra patrols to keep you safe.Hands Across The Borders starts Wednesday in the Upstate. This is where dozens of law enforcement agencies from North Carolina, South Carolina, and Georgia work together to stop drinking and driving.
  • Lyman Employee Suspended; SLED, FBI Involved

    Lyman Employee Suspended; SLED, FBI Involved

    Tuesday, August 26 2014 11:06 PM EDT2014-08-27 03:06:27 GMT
    Former Lyman Public Works Director Alan Johnson has been suspended without pay pending an investigation. Town council called an emergency meeting Tuesday to discuss the matter.
    Former Lyman Public Works Director Alan Johnson has been suspended without pay pending an investigation. Town council called an emergency meeting Tuesday to discuss the matter.
Powered by WorldNow

250 International Dr.
Spartanburg, S.C. 29303

Telephone: 864.576.7777
Fax: 864.587.5430
Email: webmaster@wspa.com

Can't find something?
Powered by WorldNow
All content © Copyright 2000 - 2014 Media General Communications Holdings, LLC. A Media General Company.