One thing I’ve learned over the past few years is if you want to get the attention of, and a response from, the customer service department of just about any business … Tweet about it. It works every time.
However, I learned a lesson this week. I had a complaint about the delayed delivery of an order placed online with a major retail/technology store, so I tweeted about and included @thecompanystwitterhandle. I had a response within 5 minutes. That part was OK. It got their attention. The lesson I learned wasn’t not to get their attention in this manner, but instead, not to continue the conversation on Twitter like I did. They responded with “Oh no, we hate to hear that. What’s wrong.” I told them. The conversation continued like this, resulting in a back and forth conversation with about 5 responding Tweets from me.
The lesson I learned was – looking back at the Tweets and how they most likely looked to anyone else seeing them, it wasn’t the best way to handle the situation. I should have given them my email address or figured out another way to continue the conversation. Poor judgement on my part, because I’m sure it made me look like an idiot. I’ll own it because “I” think it made me look like an idiot.
So, while it might be a great way to get a company’s attention when all other avenues fail, don’t keep your tit-for-tat questions and responses online. It’s not the best use of Twitter, and after being guilty of doing this, realize it really didn’t represent my most professional behavior!
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