What’s the best Twitter strategy for responding to angry customers?
Payments
Asked by Question Bot08/Apr/20121 answer
1 Answer
F
Faisal Khan
Answered 08/Apr/2012
The first and foremost thing is - that the person is angry.
You need to have them cool down. Reach out to them in every possible manner. When a customer is angry, they want attention and they want it NOW! Not later, not after one hour, not tomorrow, but NOW. If you can be NOW - then you're good to go. If not, then find someone who can be NOW.
After your first contact is made, you NEED to 100% believe what you are going to say next "I will move heavens and earth, I will try to help you out as much as I possibly can and then some". If you cannot, you're the wrong person reaching out to.
When a person is pissed and tweeting, he/she does NOT want a junior to tell him in an automated monotone scripted voice how he/she can be of help? What they want is someone Senior and Seasoned to let the Customer know "Hey!!! Hey!!! Buddy!!! You got our attention! - I'm so-and-so, whatever it is - let me assure you from this point onwards, it will only get better".
Have no shame in saying you are sorry to the customer - again and again. Genuinely!
You give that angry, frustrated, mouth-frothing, foul-mouthed customer some NOW Service and Attention. You can take that very same person and turn the situation around that is win-win for all.
You need to have them cool down. Reach out to them in every possible manner. When a customer is angry, they want attention and they want it NOW! Not later, not after one hour, not tomorrow, but NOW. If you can be NOW - then you're good to go. If not, then find someone who can be NOW.
After your first contact is made, you NEED to 100% believe what you are going to say next "I will move heavens and earth, I will try to help you out as much as I possibly can and then some". If you cannot, you're the wrong person reaching out to.
When a person is pissed and tweeting, he/she does NOT want a junior to tell him in an automated monotone scripted voice how he/she can be of help? What they want is someone Senior and Seasoned to let the Customer know "Hey!!! Hey!!! Buddy!!! You got our attention! - I'm so-and-so, whatever it is - let me assure you from this point onwards, it will only get better".
Have no shame in saying you are sorry to the customer - again and again. Genuinely!
You give that angry, frustrated, mouth-frothing, foul-mouthed customer some NOW Service and Attention. You can take that very same person and turn the situation around that is win-win for all.