More and more often, customers are taking their frustrations with a business online by writing a nasty review or tagging them in a post.
It may feel tempting to publicly blast a company on social media – but research shows it may not be the best way to achieve the results you want.
Use direct messages, rather than public shaming
“Whatever platform you’re using, try a direct message instead,” says Octavio Blanco, an employee with Consumer Reports. “Companies know you can put them on blast where everybody can see your message, so they may appreciate it when you don’t.”
That appreciation of courtesy and kindness could even end with you getting a faster, more helpful response.
Many customer service employees are used to getting threatening, angry messages. Blanco cautions, “Remember, there’s a…