There is an art to complaining, and I’ve always tried to emphasize that to consumers who call me for help. If you don’t approach the situation properly, you may be your own worst enemy and end up with no resolution. How the times have changed. I started out in the business teaching people how to complain properly in writing, and then with online disputes, and now it’s turned to social media disputes. If used effectively, Twitter and Facebook are great tools to get customer satisfaction.
Facebook and Twitter have evolved into sounding boards and real time reflections of a company’s customer satisfaction. Companies are beginning to realize they need to manage their social media pages. Some businesses are better than others in dealing with this new frontier in customer service.
Recently, I put social media complaints to the test. We were flying back to Kansas City, and of course it was snowing in Cleveland. Many airline sites now allow you to track the history of your plane, so you can see if it’s on time or delayed in another part of the country. I noticed that our plane was delayed in Canada and still had to go to New York and New Hampshire before making its way to Cleveland. Based on the available data, I knew our plane was going to be four to five hours late.
I called the airline and tried to use the old fashioned version of customer service. After waiting on the phone for a half hour, I got a representative who offered me no help. She just repeated what the computer said. The plane was on a short delay, even though digging deeper on that same computer system showed at least a four hour delay based on all the cities that plane had to visit before Cleveland.
There was another plane leaving for Kansas City just two hours after our scheduled flight. I asked for seats on that plane. I was told that wasn’t possible.
Out of complete desperation, I got on Twitter and shared my travel story making sure I mentioned the airline. Within minutes, I got a direct message from the airline asking me for my reservation #. I sent it back to the airline, and they asked if I wanted to get on the 8 PM flight. Within 30-40 minutes, I had two seats on the 8 o’clock flight.
Once it was resolved, I tweeted my satisfaction showing the airline I appreciated what they did.
When we arrived at the airport to depart Cleveland, we saw long lines of frustrated passengers trying to rearrange their flights with customer service. People were waiting in line and on the phone. I wanted to get on the loud speaker and tell all those people to hang up and get out of line and get online. Sharing your travel nightmare on Twitter or Facebook is quick, easy, and the best way to get customer satisfaction.
Airline social media pages are full of customers who are asking for help, and full of responses from the airlines. While many airlines monitor their social media page, some companies don’t respond to these types of complaints. Some consumers say their complaints are even erased from some Facebook pages.
I think companies need to improve their social media response efforts, so the expectation of a response is more uniform. That being said, customers also need to improve their attitudes toward companies.
I’ve always found that you’re more likely to achieve a resolution if you put aside your deepest hatred for the company. Keep a level head, and share your story in a concise and friendly manner. Don’t be accusatory or sarcastic. Just use straight-forward language and sell yourself as an appealing and appeasble customer.
Next time you have a problem, try social media. You might be surprised at the response.