“If you have a complaint or issue with your vehicle we want to help, but we can’t do it here. Please contact us in …..” That’s Ford’s statement on their Facebook page. Very tactful.
Top social sites such as Facebook and Twitter have transformed companies into “your complaint is our command” genies. Back before social sites, Facebook B.C. companies printed their toll free numbers on their packaging and hoped no one would call. That the complaints are now attended to is since the development of social websites as it is every company’s nightmare for the word to spread like wildfire across the web.
Or, it’s simply social blackmailing. Notice how complaints are handled on social sites compared to the telephonic. When they vary to a great degree, consider the company afraid of their reputation than their standards. When companies reveal this weakness, some customers tend to take advantage. Consequently, companies, in their panic, give in to the most minor and fraudulent complaints.
What companies should do
1. Not ignore the complaint, no matter how fake the complaint seems. Customers like to feel important, give them the benefit of doubt.
2. Facebookers do not necessarily provide their personal details. Ask the complainant to do so and correspond via email.
3. Ask for receipts and photographs, where possible.
4. Avoid delay. The longer the time to rectify the situation, the more frustration on the part of the customer.
5. Be consistent about the way you handle customer complaints, no matter what the mode and have department dedicate their time exclusively to complaints via social networks.
What customers can do
1. Be angry, but not abusive. Top social sites block offensive language, but people get the message across by words marked with *** following a letter. Use it and you’ve lost public sympathy.
2. Evaluate the immensity of the loss, both monetary and the mental stress. Pining over a dollar’s worth for days isn’t worth it.
3. Remain consistent about the complaint even when the company attempts to defend themselves, but not stubborn. They have a right to be heard as well.
4. The damage is done, no use crying over spilt milk; customers should let the company offer the form of amendment, rather than come off looking greedy by demanding double compensation.
5. End it where it started. Once the issue is resolved, customers should make it a point to thank them and if they have heart enough, forgive the company’s error via Facebook.
