We’ve always talked about how social media was meant to give the consumers and businesses a chance to interact with each other, right? Lots of companies have embraced this fact and have incorporated social media into their business.
But more than just being a medium to publish content for their followers, organizations and businesses of different scales have embraced social media as yet another channel for customer care.
Social media is not just a journal for posting relevant information, but it is also a sounding board for customers who need to air out complaints or concerns to the brands they patronize.
Since we’re on the topic of complaints being aired out by customers. I’d like to tell you know, value those complaints for they are golden.
Why do I say so? Because they ultimately help you grow. That is, if you take it constructively.
If you have an offensive standpoint about your business, then chances are, you’re going to keep throwing rebuttals at every complaint and not take action. Customers won’t like this. How do I know? Because I am a consumer too. You’d feel the same way if your service provider just rebutted and never resolved any of your complaints.
If you receive complaints openly and look at it objectively, you’ll find that most of them are based on facts. You won’t complain if you didn’t find something wrong with the product or service, now, would you?
Taking in complaints gives you the opportunity to resolve the said issue. Thereby improving your service, and ultimately, your relationship with your customers. You work out a complaint and sure enough, you’ve satisfied one customer and strengthened your bond as provider-consumer.
If, on the other hand, you find that the complaint is a fact less allegation meant to detract you, it would be best to air out your side of the story and leave it at that. Not saying anything makes you look guilty; being too eager to defend yourself makes you look guilty too.
Your customers are going to look for a place where they can air out their comments (good or bad). And instead of having those remarks run amuck without you knowing it, you might as well give them a place to put it on for you to see. This way, you’ll be able to monitor as much customer feedback as you can.
Earlier, I said that social media offers you a channel to course complaints and concerns through; you’ve got sites like Twitter, Facebook, Myspace, and the likes to use for that. Your blog can just as well act as one, too.
If you’re worried that you may feel overwhelmed by complaints that may come in, you’d be surprised that just as much as people give out compliments when given a place where they can freely speak their minds.
Any thoughts on this matter?
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