Not every product you sell – or service you provide – will deliver unblemished customer satisfaction. The truth is that some customers will find a way to be negative and complain, even if your company is not at fault. In this day and age, social media magnifies the voice of the customer to a huge extent.
Dissatisfied customers used to directly call the company on their phone line for customer service.
But times have changed. Now, a disgruntled customer can write a negative review on Yelp or Zagat, tweet about it, or even complain on your company’s Facebook page. Since social media is very public and widely used, this transparency awards the customer with more influence over the reputation of your business.
The customer is no longer complaining privately to your company. They are complaining publicly to everyone who happens to view that review, tweet, or Facebook comment. Your business must go above and beyond to remedy the situation and make sure that your hard-earned reputation is preserved.
