I'm sure we have all had
difficulty communicating with a business, especially in the online world. I
think social media absolutely makes it easier to solve problems because at the
end of the day social media just creates more outlets for communication. Yes, I
have had positive experiences contacting a business through social media about
mistakes in transactions or troubleshooting a product. I think it is important
for any business to be calm, collected and find a way to solve the problem with
consumers. Positive comments should be treated with thankfulness to the
consumer from the company in my opinion.
All my
negative experiences had a lot in common. Usually it was due to a breakdown in
the communication between me and the company or consumer. A little detail was
skipped in the initial setup of the deal or product. It is always hard to
negotiate after money gets involved and people are not happy with the end
result.
All the
positive experiences also had a lot in common. There were no surprises to the
consumer or company with the end result. If there was a small issue, the
company had no hesitation making it right for the consumer. I believe that is
the most important thing about business, always be willing to flex to make
things right.
I agree that we need to calm ourselves down a bit before going to write reviews or make a call to business to complain our problems. I think "frustration" is the key to get things done unsuccessfully for both customers and businesses when they're trying to solve the problems with frustration and anxiety.
ReplyDeleteYes! I love that you said as a business we should react with thankfulness. I think that really will create a very natural reaction to truly want to give your customer a better experience.
ReplyDeleteI agree, communication breakdown can cause issues and create tension. Ask any person who does call center customer service. I find I am usually happy with the outcome (even if it is a money thing that can not be resoled) if the service rep is respectful and responds with a thankful attitude.
ReplyDeleteJack,
ReplyDeleteI am glad to hear you have had all positive experiences. This is the way to go and be! Keeping our online world positive! I agree the internet world has created several outlets of communication. If one does not work, you try another application and so on.
Have a fabulous week!
Jasmin