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Tweet complaints a reality, a new challenge for complaints handlers Business Articles | August 26, 2011 With customers turning to Twitter and Facebook to gather support for their complaints organisations need to acquire new skills to deal with this. ?In this article Alison Miles-Jenkins gives some news on the latest developments in this field.
In recent articles we?ve been raising the profile of social media complaints handling.? There is growing evidence that customers are increasingly turning to Twitter and Facebook to vent their frustrations at having their complaints ignored.? Online campaigning is becoming a power tool forcing businesses to fix unresolved issues.
News from Australia recently featured the consumer group Choice which said its members were using social media to air their complaints.? Choice was encouraging businesses to monitor what people were saying about them and as a result Cheap Dorian O'Daniel Jersey , rectify complaints more quickly.
Ingrid Just, a spokeswoman for Choice, said consumers were finding that Twitter and Facebook were successful in getting results after receiving the cold shoulder from customer service departments or generic email responses.
"Many businesses monitor what people are saying about them online and some are taking proactive steps to rectify problems by directly contacting those who are posting comments Cheap Derrick Nnadi Jersey ," Ms Just said.
Ms Just said companies were reviewing their service standards as a result of online activism.