Social
media can be used to do a lot of things today including to complain and
get the complaint resolved. Twitter is one of the best interactive
networks to use to get a quick response especially as many organizations
now have a strong Social Media presence.
With
the versatility of social media, some users still have problems with
making complaints and having them resolved. Sequel to this, Jovago.com,
Africa's No 1 hotel booking portal gathers tips on how to get complaints resolved via Social Media.
Contact official channels
All
serious organization own a website. On these websites, you can get the
contact information of the company. Using the contact info, you can
either call or send a mail. If you do not get a response or get an
unsatisfactory response, you can take it to social media.
Check their reply speed on twitter
Despite
the fact that some businesses have Twitter or Facebook accounts, they
may not be active and may take them forever to reply to your complaints.
Hence, before you send a tweet, you should check how quick they respond
to complaints and if they actually resolved it.
Send them a direct message
If
you are not happy with their response offline, it is time to take it
online. You can send them a direct message whether their handle is
active or not. If you do not get a favourable response, you should take
it public.
Tweet publicly and politely
Responsible
businesses prevent crisis rather than fanning it. The direct message
may be futile but the public tweet will not. So, you send a series of
tweets featuring your complaints. Do not forget to tag some the service
companies and influencers that can help you retweet the message to their
followers. At this juncture, do not be surprised at how swift they will
pacify you. Social media further cement the saying that that the
customer is always right. Remember, do not use abusive words while
tweeting.
Thank them when complaint is resolved
Most
customers do not do this. When you are eventually satisfied with their
reply, it will be nice to send a tweet appreciating their response and
if their offer you an incentive to pacify you, you should also mention
it in the tweet.
| Ogunfowoke Adeniyi | |
| Travel/Technology Writer | |
| Mobile: +2348090747241 Skype: Sleeksavvy | |
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