It happens to the best of us. You do your best to offer high quality service and great products to your customers, but eventually you will have a displeased customer. Often this will be no fault of your own. It could be a failure with your shipping company, unrealistic service expectations, or a glitch in coding but in reality the problem isn’t what matters. What matters is how you resolve it. So, what do you do when a customer complains publicly on your Facebook or Twitter?
No matter what the complaint is, even if you feel it is unwarranted and ridiculous, you must respond immediately. In order to respond immediately, you must be always listening. The complaint might be vague, but you need to respond in some fashion. The spotlight is on you now, and the world is watching.
When responding make sure you address the customer by name. Talk to them on a personal level. Nobody likes talking to a robot. Especially when they are upset. Which response would you rather hear? “Sorry for the inconvenience, we are looking into the issue” or “Hi John, I’m sorry you are having issues accessing your account. We are actively working on getting the problem solved right away. Are you getting any error codes?” Both responses say essentially the same thing, but one will go much further than the other.
Understand the Real Problem
Rarely have I seen an upset customer give all the details necessary of the issue of their problem. Ask probing questions. Dig deeper. The better you understand what went wrong, the more likely that you can fix the issue and turn an upset customer into a customer for life. Often times you will have to take this part private, but that is very easy through DM’s and FB messaging. Worst case, you could always take the old fashioned approach and just email them…I guess.
Make Sure the Problem Gets Fixed
Seems redundant, right? Once you tell a customer you are working on fixing the issue, you should well…fix the issue. Sadly, this is an area that I have seen a few companies fail. They respond right away, get all the necessary info, tell me that they’re going to fix the problem, but then I never hear from them again. The rep must have felt great for putting out a “social media fire” short term, but without fixing the issue, it’s just going to be much worse for the company the next time around.
Keep it simple, Always do what you say you will do.
Have you ever had a customer complain over your social channels? What advice would you recommend for handling an upset customer?