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?”

The Contact Company ‏@TCC_UK

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

Genesys @Genesys_UK

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.

Magnetic North ‏@MN_Cloud

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

mplsystems ‏@mplSystems

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

Richard McCrossan @dossan

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

Magnetic North ‏@MN_Cloud

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

Sabio Sense ‏@sabiosense

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

Rostrvm Solutions ‏@rostrvm

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

NewVoiceMedia ‏@NewVoiceMedia

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

mplsystems ‏@mplSystems

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

Genesys @Genesys_UK

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”

Scorebuddy ‏@score_buddy

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

Richard McCrossan @dossan

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

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

Tweet your answers to @callcentrehelp