Question

Tweeted Complaints

Some experts are beginning to question the value of immediately responding to every tweeted complaint with something free, arguing that consumers are wise to the ways of companies and tweeting false complaints in the hopes of getting something free. Have you known anyone to do this? How do you think companies should handle tweeted complaints?

Answer 1

I think the Companies should take at least a day or a two’s Turnaround Time to do their own research on the complaints so raised by the customers on the Twitter platform. This shall ensure that no false claims are redressed in the process of satisfying the customers. It is indeed unfortunate that many customers act smart these days to either register false claims or are too impatient to give chance for their product to perform and satisfy them. As a result, the Tweets are flooded with such customers and filtration time needs to be certainly obtained by the Companies instead of action upon immediately only to end up unnecessarily obliging even to those customers towards whom apologies are also not needed. In genuine cases, the Companies should certainly apologize for the issues and take actions thereupon at the earliest. However, in all cases, it is advisable that the Company reverts back to each of them with the time it shall take to work on the issue. Besides, it is also important for the Companies to explain the customers to migrate their complaints to the companies’ official websites/applications, for fast solutions to their grievances. This shall ensure the preservation of goodwill of such companies in the social platform.