A few weeks ago, I shared with you a story about an awful customer service issue and an awful customer experience I had. I shared this experience with our readers and tagged in the two companies that the experience was with: TMobile and Samsung. You can find those articles here and here. Being a part of a business that talks about customer experience, technology, and everything in between –I figured this was a great example of an article that would be beneficial to our readers. Did I have an end game? No, not really at all. However, people take to social media and the internet in general every day to make a complaint about a business or product. So what happens, as was the case with Samsung, when one of those companies actually reaches out and addresses your complaint? How should you respond when your complaint is addressed?
Samsung was attentive enough to respond to my complaint and to offer assistance for the issues that I was having with my phone. At the time, I honestly didn’t care to spend any more time on the issue and had found myself a hack to make due. But it got me thinking, what about other people whose complaints are addressed?
I think people fall into two categories, either those who are complaining to complain (me) and those who are complaining to find a resolution.
I was complaining just to complain. So, when I received a helpful response, I chose to tell the company, “thanks, but no thanks.” And wrote them a little blurb about how I appreciate them reaching out. You can read that here. Honestly, I was a little shocked to receive a response (which says something about the kind of customer experience that I’m accustomed too). I thought the complaints would fall on deaf ears and I’d be left yelling into the wind. I did receive (more than one) offer to help though and that was great. TMobile ignored my post and that is more along the lines of what I was expecting. That was my result.
What about those looking for feedback?
Well, first I think you need to establish what you want to get out of the interaction. Assistance getting your phone to work? A free airline ticket after an awful ride? A refund you’ve been waiting for for 3 months? Or maybe, crazy thought, a simple apology for a huge inconvenience or poor service.
To complete that thought: What won’t be enough for you? A 10% off coupon for a lost order of $300? Go from there.
If a company reaches out to you following your complaint, don’t be so shocked that you miss your main purpose. Remember what the goal of the complaint was and communicate this clearly. You can’t get help if you don’t ask for it and also if you don’t take it when it’s given.
If you work to resolve the problem, and end up having a great experience, take that to social media or your blog as well. A positive review and feedback is just as important as a negative one.
We’ve all had bad experiences and have taken a moment or two to complain. Have you ever been pleasantly surprised after having your complaint addressed? On the flip side of the coin, have you ever been negatively addressed for your complaint? What was your reaction? Comment below.