Customer Experience Featured Article

How to Handle that Angry Customer on Social Media

January 16, 2015

Not every brand interaction on social media is the win of another customer. Let’s face it: Often times the role of the customer service agent on social media is damage control.

While it may seem that nothing good can come from a complaint on social media, thankfully this is not true.

One way to turn an angry or disappointed customer into a brand advocate is to notice and address the problem right away. While a brand might suffer when a customer has a bad experience, this can be spun into a positive if it shows that your company is responsive and excellent at the customer experience.

Speed is a big key to transforming a complaint into praise; there’s nothing like being frustrated by a problem and then having the company solve your problem as soon as you voice your issue.

Try to resolve the issue in the same forum that it was brought up in, however. The standard logic is to take customers to private messaging as soon as possible, but moving them off their platform of choice can only make a customer more angry. They’re on their preferred social media platform for a reason. Honor that.

Make sure that you actually resolve the underlying issue, though; if a customer complains, has the issue addressed, but comes back later with the same complaint, that spells trouble both for the brand and for the relationship with that customer. So make sure that the goal is issue resolution, not just pleasing the customer.

Even with a quick and useful response, though, sometimes customers will not be happy. That’s why sometimes it is best to not address a complaint on social media; not all brand mentions demand a reply.

This can be the case when the customer is obviously grumpy and attacking the brand for no good reason; trying to win them over will be an exercise in futility.

Worse, it can draw more attention to the complaint. Sometimes ignoring a social media mention is the best course of action.

Damage control on social media is a part of every contact center these days. With a little attention, however, many of these unhappy customers can be transformed into loyal customers.

Edited by Alisen Downey

Featured Datasheets

Datasheet: VIM - Academy

This datasheets is an introduction to the Exony Academy. It describes our course portfolio the range of different training delivery methods. In our standard training courseware the delivery methods are chosen to best suit the type and complexity of the subject.

Datasheet: VIM X - Family

This datasheet is a brief overview of the VIM X family. VIM X has been designed to allow organizations to get the most out of their investments in Cisco UCCE, CUCM and CVP including unique integration with Cisco HCS for Service Provider deployment.

Featured Case Studies

Case Study: CCI

This case study describes how employees from Corinthian Colleges use Exony VIM to deliver centralized management with local autonomy, making significant gains in efficiency and staff effectiveness by implementing sophisticated contact center data tools across its contact centers to help transform service delivery to students.

Case Study: VSP

This case study describes how eyecare group VSP Global uses Exony VIM to enhance operational visibility within its contact centers, making it easier for managers and supervisors to access the essential information needed to improve customer service.

See More...Manage Smarter

An Introduction to Exony