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Keeping a complaint quiet in the digital age is unrealistic, so unrealistic that it boggles our minds when news of such actions (and their inevitable failure) surface.
Let’s not forget that it will backfire and tarnish (or even destroy) any credibility the brand has online.
In case of a complaint, 19% of internet users would post an online review, possibly on the products web page, and 14% would use social media to “bash” the service or product if they are not happy with the quality they are receiving.
So what solutions are we proposing? Make the best out of the worst case scenario:
- keep the customer informed and update him on any progress
- reassure him that you are doing all that you can to fix the issue
- fix the problem, or reimburse the customer
- follow up after the situation is resolved
That way despite the initial problem, the customer experience will be a positive one that will leave a lasting impression.