This is a question lots of business owners ask me when we are looking at integrating social media into their marketing strategy. Naturally we hope that our service or product will satisfy our customers all of the time but as O2 found out this week…that doesn’t always happen!
In case you have been living in a cave recently, O2 had serious network issues resulting in many customers unable to make calls, send texts or use data services. Yes I am an O2 customer and yes it has been a bit of a pain but certainly not to the point where I felt the urge to abuse them over Twitter.
However many irate people have, so how have they dealt with this? Personally I think they have managed the situation brilliantly. There has been professional help, advice and apologies to most and to those who were downright offensive, mainly humour.
This is what social media is all about, the world can clearly see how good customer service has been extended to upset, inconvenienced customers whilst a major issue has been in play. This is where O2 have come to the fore…their responses have been widely retweeted with users saying how well they have handled certain attacks of bad language and incredibly offensive suggestions. It has impressed people. See the New Statesman article (caution: bad language!) for examples of how it went or just search “O2” on Twitter for some hysterical conversations.
If disgruntled customers have got something bad to say about you then they are going to say it. Don’t hide away and try to ignore or avoid it. Meet it head on, deal with it well and you will get a pat on the back and respect.