Customer service is a tricky business for companies these days.
Thanks to social media, it’s never been easier for customers to gripe to a huge audience, and never been more important for businesses to respond to those complaints pronto.
The problem is many customers don’t take their complaints to the business first. They launch off on their platform of choice – YouTube, Facebook, Trip Advisor, Twitter etc. – rather than give the business a chance to hear them out and respond.
By the time a company picks up an online grumble and responds, a lot of damage to their reputation can be done. Sometimes they respond magnificently, and likely would also have done so given the chance through a direct, 1-to-1 channel.
But people can’t resist going public.
In fairness to businesses, and as a responsible code of conduct, sounding off in social media spaces should only happen when sincere direct attempts have failed to resolve the problem. In which case, have at ‘em.
Do you think that sounds fair?