If you use social media to lodge complaints, you’re not alone.
Almost every company is on social media. So if you’ve got a beef, why not use those channels to help resolve an issue? Consumer Reports says it’s a good idea, with this caveat: Use some common courtesy.
In other words, don’t Twitter-shame.
“Whatever platform you’re using, try a direct message instead. Companies know you can put them on blast where everybody can see your message, so they may appreciate it when you don’t,” said Octavio Blanco, Consumer Reports editor.
You could actually get a faster or more helpful response.
There are other benefits to going the private message route. CR says it can help you avoid scams since no one can see your complaint except a company rep. That’s especially important when dealing with a bank or financial services company.
This brings us to our next tip: Make sure you’re reaching out to and interacting with an official company account. On Twitter, Facebook, and Instagram an authentic account should have a checkmark in a blue circle and no matter how angry or frustrated you may be.
“It’s important to be nice and not threaten the company in your DMs. Remember there’s a person on the other side of that message,” Blanco said.
You want that person on your side because they may be able to help resolve your issue.
Source : https://www.ketv.com/article/consumer-reports-shows-us-how-to-use-social-media-to-get-the-best-customer-service/38176742294