How to respond to an angry customer on Twitter www.veristlabs.com Twitter Image: courtesy Aaron Riddle, www.acriddle.com.
Acknowledge the user's problem. Say something like this “we are sorry for the trouble that you’ve gone through; even we would have been upset’ and ask what they would like to improve the bad experience with your product/service. Acknowledge www.veristlabs.com
If a customer’s had a bad experience, start with an apology. Say something like “ your experience is probably a rare one. We shall try our best to ensure it is addressed to your satisfaction.’ Apologize www.veristlabs.com
Companies usually respond with stuff like ‘its our policy’, but in times of crisis you may have to bend over backwards to set things right. Don't Quip www.veristlabs.com
Management www.veristlabs.com Bring it to the attention of the management, and let the user know that they are working on remedying the situation and to ensure such things don’t happen again.
Propose Timeline www.veristlabs.com Propose a timeline for redressing the problem. Give the customer a fair idea of when you will provide specific answers or solutions. Ideally, provide a name and contact number for the future communication.
A few more tips Speed: Tweets can be followed in near real time hence it’s important that you take note of angry tweets at the earliest. Transparency: Don’t try manipulating responses. Let the user know that you will provide a definite solution. In case you are not able to immediately assist owing to practical problems, let the individual users know! Relevancy: Twitter is essentially about community so the crux of it lies in addressing the entire community. Don’t treat it like a personalized email or messaging service. Call of action: There should be in place a call of action, stating, ‘we’re doing this or can you mail us all your details.’ Avoid leaving things hanging open ended. Contact details: Avoid asking for reference or contact numbers on any public forum. A better response can be: ‘thank you for bringing it to our attention. Kindly email your contact details at firstname.lastname@example.org’ in contrast to ‘give your contact number’. Twitter features: Make use of twitter features including private messaging & conversation feature. Address a tweet by entering the ‘@ ‘sign followed by the username.
Find the complete article here: http://www.veristlabs.com/resources/best-practices-of-reaching-out-to-angry-customers-using-twitter.html Thank You.