Should I have a Twitter Account

Should I have a Twitter Account?

Perhaps the Paparazzi are not hanging on your every word. Perhaps you don’t feel comfortable with social media. However, you may still want to consider a Twitter account. It is a way for one voice to be heard by many, this can be beneficial when you are dealing with a large company and need to be heard.

When you have a twitter account you can post messages to twitter, called tweets. Tweets are short, only 140 characters. But you can actually make them longer by creating a link in your tweet to a document; add a picture or even a video. What drives twitter is a hash tag which is actually a way of indexing your tweet. Let’s say you had a bad experience with a bank teller and you want the bank to know. You would imbed something like this #mybank#rude Teller in your tweet.

Now anyone who does a search on Twitter for ‘my bank’ or ‘rude teller’ will see your tweet. If you craft the tweet well, i.e., make it humorous, people will see it and start to pass it on. This is known as retweeting.

It will be much easier to get the banks attention by hundreds of individuals retweeting and reading your bad experience. The bank will be more likely to remedy the situation in order to stop the snow ball effect of bad press Twitter can cause. It is much better than calling customer service and sitting there for a half an hour waiting to talk to a live person!


How to Complain In Order to be Heard

How to Complain In Order to be Heard?

Companies probably receive thousands of complaints. In order to receive attention here are a few tips:

1. We strongly suggest you remain professional and calm no matter how upset you are. Swearing, threatening or taking a nasty tone only escalates the situation. Your goal is satisfaction in a timely fashion. Keep that in mind.

2. Ask for a supervisor if the person you are speaking with does not understand your complaint nor has the authority to resolve your issue.

3. Have a pen and paper ready to write down the names of the people you are speaking with, documentation is crucial when going up the chain of command.

4. Be prepared with all pertinent documentation prior to speaking with a company representative. Have receipts, dates and time of offense, your credit card number if applicable; name of the salesperson that treated you poorly, how long you have been a customer of the company. Customer loyalty is important as is being able to cite dates, times, and names quickly and professionally. Always ask for the name of the person you are speaking with and write it down. Documentation speaks volumes.

5. If you complain by e-mail, remember it is easy to hit the delete key if your e-mail is phrased in an unprofessional manner. Make sure you cc the appropriate regulator(s) in your email. It will show you are serious about your complaint and will follow up if you are not contacted.

6. If your are calling and have sat on the phone for a half hour going through their phone tree, it is likely your agitation will increase by the minute. Put the call on speaker phone and do something productive until you get a live person. Once you do, remember your goal is to get the problem fixed not to receive justice. You can speak to your friends and families about "justice", but in this situation you want satisfaction.

Even the court system is not based solely on justice; they care about what is legal not only what is just.

7. Humor or a light hearted tone can be extremely effective. Act as if you are not completed agitated, particularly when you first reach a live person. Put yourself in their shoes for a moment. They probably hear complaints 8 hours each day, how refreshing it would be for them to hear a kind voice.

This is a human interaction, ask how they are? Ask their first name and use it while you are speaking to them. Perhaps joke about how many computer generated voices you have heard prior to getting them on the line and say how happy you are to finally hear a live voice!!

How can my smart phone help?

How can my smart phone help?

If you are like most people who have a smart phone, it is with you almost all the time. It usually has many features in addition to being a phone. It allows you to take pictures, videos and voice recordings. By utilizing these features you can instantaneously attach real proof of your claims to your complaint. For example, a rude customer service person can be caught in the act and you can send proof of their behavior to the management of their company. Additionally, if you post a video to the U-Tube channel of the company this will almost always get you real attention.

Should I have a Facebook account?

Should I have a Facebook account?

Social media sites, like Facebook, have both positive and negative aspects to them. On the positive side, being on Facebook allows you to communicate with your friends and family via a single location. You only have to post your information once and it will reach many people in your personal circle.

As a consumer, you can utilize your Facebook account to easily inform your network about an exceptional experience you have had with a business. Companies do notice this and when you are viewed as a person who has many contacts, and can impact many people with your posts, you are often treated differently and often much better.

On the negative side, you do need to be careful how you set your permissions. You could inadvertently allow anyone to post on your account. In addition, as with any public forum, you need to be careful what you post and the type of information posted. For example, you should never put your social security number on your Facebook account anywhere. By exercising reasonable prudence Facebook can be a valuable tool in your relationships with your friends but in the business community as well.

Why is social media important?

Why is social media important?

In order to the most leverage from your complaint it is important to make certain that the greatest audience sees it. In our new economy where people are constantly trying to stay in touch with each other and with what is happening many companies are constantly monitoring the social media to make sure their reputation is a good one. Posting a problem to the social media assures that you will be able to reach many people and apply maximum leverage to the company that has caused your problem.

How do I structure my complaint to get a regulator’s attention?

There are many reasons to file a complaint with a company. If all you want is to vent then it really does not matter how you structure the complaint, but if you are looking for the company to fix the problem then there are several key things to look at. First while your specific problem may be of great concern and annoyance to you the regulators don’t care about justice but they do care if the problem you have is affecting many people. For example, if you are being charged a late fee by your credit card company based on the date they post your payment not the date it is sent or received this will get the regulator’s interest, not the fact that you were treated rudely when you called to ask for an explanation. The second thing that will get the regulator’s interested peaked is if you can show a pattern and practice that violates the regulations. Using the above example you could show that your credit card company has raised your interest rate based on the supposed late arrival of your payment. This is again an item which will create interest on the problem. So in summary:
1) Make sure you structure your complaint so it appears to affect many people.
      2) Show how you complaint illustrates a pattern and practice by the company of harming the consumer.