Recently consumers have been using a new avenue to complain about poor service. They are now utilizing social media. This platform allows consumers to detail their encounters and give specific details to a wider audience.
They are able to provide information that people in their social media circle can read and comment as they give their own opinion about what took place.
Is this a good move?
Often the customer only presents one side of the story and there no foolproof way of determining what really happened. Emotions run high and perceived insults could have stemmed from a misunderstanding because of poor communication skills.
Some consumers do not properly outline the situation and omit crucial details which would have explained the actions of the other persons involved. Some posts can be the result of a disgruntled customer who might not even have a legitimate reason to complain.
There are however genuine cases where customers are treated unfairly and they need to highlight this poor treatment so they can get redress. When customers go in person to management to complain about a situation, they are often treated as with disrespect or indifference. This only adds fuel to the customer’s anger and venting on social media becomes a more attractive option.
The dangers of social media
It is very important for businesses to have a social media presence, this will allow them to give their customers another opportunity to air their grouses but in a space that they can offer a response.
If the information about poor service is circulating among the consumer’s inner social circle then it unlikely to make a big impact. However the reason posts go viral is that if they are popular they are spread quickly so the circle of people who know of the incident widens and that spells trouble for the company.
Should you post it?
So what if after trying traditional means of getting redress you still feel unsatisfied should you vent on social media? Well that would certainly damage the company’s reputation and perhaps cause them to lose potential new customers.
However you have the right to express yourself using social media so here are a few suggestions: ensure that you first reach out to the company in the traditional way such as calling or visiting them, use the company’s social media pages if they have one so that they can read about your experience, provide evidence to support whatever claims you make and be honest about the situation.
Both consumers and companies have to play their role in order to ensure that complaints are dealt with in a timely manner.
So what’s your take on the issue? Do you think consumers should share their complaints on social media? Let me hear from you!
Teri Ann Renee Paisley
Gleaner Online Writer