Thanks to the wonderful creation of the Internet and various different social media sites, complaining and getting your voice heard has become a lot easier. Gone are the days where your official, hand written complaint landed on customer services desk and was promptly opened and thrown away or added to the pile to later receive a templated, standard reply that resolved nothing. As these complaints were relatively private, you were pushed to the side to sadly, become another statistic.
You can now take matters into your own hands and save hours of listening to monotonous hold music whilst trying to get through to the complaints department. Any company big or small has a Facebook or Twitter page and it is here that you can voice your dissatisfaction for all to see. No company wants to be slated openly online and if they handle the situation correctly then it can even work in their favour.
O2 handling complaints with sense of humour
The telecoms company O2 now have a lot more followers on Twitter as they have become somewhat legendary in their replies to complaints and outright daft comments left on their wall. You only have to browse quickly through their twitter replies to know that the guy or gal behind the comments must have the patience of a saint and the sense of humour of someone who’s been sat at their desk for a really, really long time!
Metropolis Music demonstrating how not to handle mass customer complaints
Some companies however do not know how to handle this new way of getting your point across. Metropolis Music recently had to deal with an onslaught of complaints via their Facebook and Twitter pages due to a sound issue at one of their concerts at Wembley stadium. I can testify that their were sound and technical issues, as I was there!
The problems were also documented by all major newspapers and in a recent poll, 68% of people believe the sound ruined the concert. This resulted in a surge of users requesting refunds from the promoters ‘Metropolis Music’ via their Facebook and Twitter pages. Requests that are ignored.
Not only do they refuse to refund any concert goers but they also took a full 14 days to inform them of that fact using the weak and suspect statement:
‘Many fans have provided feedback reporting how amazing the event was and we are sorry that you do not share the same opinion.’
Delete the evidence!
Unfortunately for them you can’t sweep social media complaints under the internet’s rug.. After their refusal to help their user review dropped from the top 5 stars on Facebook to just 2.5. They have now also now disabled messages from the public being shown on their Facebook wall and removed the review feature from their Facebook page altogether. Nothing screams guilty quite as loud as trying to delete evidence does it? Their terrible handling of the situation has even inspired a remake of Eminem’s Stan song.
And the trouble doesn’t stop there for ‘Metropolis Music’ their somewhat major following on Twitter are now seeking refunds by reporting them to Watchdog and preparing legal action.
Has this drastically affected the company? Time will tell for sure, but what we do know is, their Facebook and Twitter pages are in a bad way!
In today’s online business world, 62% of customers have already used social media sites for customer service issues and both positive and negative feedback. The phrase ‘the customer is always right’ has never been more important that right now. With the whole world watching how you interact and deal with customers and queries you need to make sure you are at the top of your game. The biggest key to a successful interaction is speed. You need to reply to that customer as soon as possible to show you are hearing them. Even if its just to acknowledge their comment and then look into it further for them if needed. Take a look at the companies that definitely get it right here: Companies Who Got It Right
And don’t forget to check out O2s responses when you get a chance, you won’t be disappointed!