The only time I have experienced difficulty communicating with a business was when I had an issue with GroupOn. One of my products said it shipped to a completely different city (it was something I purchased for a friend). My friend was out of town at the time the item was delivered so I was unable to figure out if it made it or not. I was able to, through the app, get a refund eventually.
I have seen social media make it easier for others to reach companies. I have never personally tried it. My experience is neither positive or negative since I haven't done it. If I had a business on social media, I would respond to positive comments with acknowledgment and appreciation. I would respond to negative comments by being apologetic and working to solve the issue. I would probably try to bring the negative commenter to direct messages, though.
I have seen social media make it easier for others to reach companies. I have never personally tried it. My experience is neither positive or negative since I haven't done it. If I had a business on social media, I would respond to positive comments with acknowledgment and appreciation. I would respond to negative comments by being apologetic and working to solve the issue. I would probably try to bring the negative commenter to direct messages, though.
Your approach to negative customer service is very tactful, Stephanie! I have had a few experiences with Groupon purchases, but never actually redeemed them or haven't acted on them yet! I am glad you were able to get your problem fixed!
ReplyDeleteThats great that you were able to get a refund for the item! I agree that social media is a tool to respond and get feedback from consumers.
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