Chances are, your customers use Twitter. And that means there’s a chance they could Tweet about an experience they’ve had with your company. Sometimes, that might mean that they’re Tweeting something negative about your company, complaining about your products or services.
How should you handle complaints on Twitter? Here are a few quick and easy tips to guide your responses to customer complaints on Twitter.
- Respond in a timely manner—Twitter is a fast-moving platform. If you don’t stay on top of the conversation, it can spiral out of control. Responding quickly shows customers that you’re actually paying attention to them. It shows them that you really do care, and that can go a long way to resolving a dispute.
- Communicate as a person, not a company—Social media is a really personal medium. People want to feel like they’re actually dealing with a real person, not some faceless company. Be personable, and try to connect with the customer on a personal level.
- Take the conversation elsewhere when necessary—Sometimes, you’re not going to be able to resolve the dispute within the confines of 140 characters. In cases like this, get the customer’s contact info so you can shoot them an email or give them a call.
What are some of your tips for responding to angry customers on Twitter? Share them by leaving a comment.