by Nan Gibbons, @HealthNut2011
How many times have you tried to call a company or an organization to get information and no one answered or you were on hold for what seemed like forever? Or, even worse, you had to deal with an incredibly detailed and boring automated system that still didn’t give you the answers you wanted? There are several call center solutions to your problems – and they are available to you 24/7!
Social media is becoming a new way for organizations and companies to respond to customers’ needs and provide feedback – as long as you, the customer, exercise proper social media etiquette. Here are some tips on getting your voice heard and solutions found without creating enemies out of your favorite companies:
Be prepared
Know exactly what you are asking before you approach a company. Some social media avenues, such as Twitter, only allow for 140 characters. This will almost force you to first decide what your problem is as well as be specific about it.
Tweeting "@comcast my cable isn’t working and my neighbor’s isn’t either" may prompt them to ask you more questions, but tweeting “Is @comcast down in the Dallas area?” will not only provide you with an instant answer, but it will also alert Comcast as to where the problem is, so that they can either remedy the problem if they were not aware of it or let you know the status of repair.
Be kind
Remember that there is a person on the other end of the network. Although it can be frustrating to have something go wrong, especially if it is at an inopportune time, always try to keep your cool. You’re a lot more likely to get a faster realtime response if you are considerate. Also, try to put yourself in their shoes. I am sure those behind http://www.facebook.com/Nestle are not only receiving at least thousands of messages every day, but also receiving rude or derisive comments about their product. Even if you are submitting a bad review or giving negative feedback on a product, it is best to stick with the facts when citing your issues with the organization. In these cases, the company will almost always try to remedy whatever is wrong, and they will definitely value your well thought-out, well-written, mindful feedback.
Be discerning
Use caution when choosing to confront a company online. Since you are on the internet, many will see what you say. Make sure at other times you remember to also speak positively about experiences you have had with that or different companies. You do not want to seem like you are always complaining. Along with this, also be careful about which social network you use to approach a company. Make sure that it is the real company’s page (there are numerous ways to verify this) and not an imposter. If you just have a general question about products and services, LinkedIn’s answers page is a good place to start, rather than a specific company or representative. If you need a direct, immediate answer, a company that keeps up with Twitter (such as @HyattConcierge) is a great place to go. For reviews of products, Facebook is a good avenue to explore.
Any way you use social media to seek out advice or solutions, you are almost guaranteed to receive a much more personalized, direct response than the robot you were waiting on hold all day for on the phone. Just stick to these tips, and you will have your problem solved so that you can get back to the more important things in life!
