VLUU L100, M100 / Samsung L100, M100In 1999, you could kind of be a jerk on the internet and get away with it. Forget the internet; you could be a jerk in real life and new customers would still show up at your store. (Word of mouth can only spread so fast.)

But today, if people think your customer service is on par with the DMV’s, they’ll let you know. And they’ll let their high school friends, aunts, coworkers, and random airport acquaintances know, too. Bad customer service is called to account for itself on Facebook and Twitter thousands of times an hour. But it doesn’t have to be drudgery.

Bad Customer Service? Great Social Media Marketing Opportunity!

If you’ve just been called “a jerk” on Facebook, it’s all too easy to prove the offended customer correct. Take the high road instead. For some ideas, have a look at some less-than-savory comments that these businesses turned into stellar social media marketing opportunities:

ADT Customer Tweet

This is a classic example of an angry, frustrated customer. (And can you blame her?) Instead of ignoring the Tweet, ADT stepped up and asked Linda for her contact information, which she provided. That’s a first step to excellent customer service.

LinkedIn Customer Tweet

All things considered, 43 minutes is a pretty good response time. It’s nice to see companies like LinkedIn addressing problems directly through Twitter – great form of social media marketing.

Pottery Barn Facebook

The Pottery Barn Facebook page is a steady deluge of negative comments – what major brand doesn’t have them? However, what sets Pottery Barn apart is the quick response and the authentic, concerned tone they use.

Of course, not every customer is going to complain online. Some customers will go out of their way to remark on your excellent customer service. When this happens, the universe has blessed you, and you need to take advantage of the opportunity! To see how it’s done, just read through McDonald’s McD Customer Service Twitter handle. One example:

McD Customer Service Twitter

What Social Media Marketing Opportunities Do You Have?

Think about it.

  • When was the last time you received a negative comment?
  • What did you do with the comment? Delete it? Bury it? Say, “I’m sorry?” Or, did you really take control of the situation, resolve the issue, and better your brand’s reputation?

I’d love to hear your stories of excellent customer service – especially as experienced through social media. Share your best tales in the comments below!

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