As WTOP first reported, Comcast apologized after Ryan Block recorded his frustrating attempt to cancel his cable service.
Yet, a Minneapolis man and his family were asked to leave a Southwest Airlines flight after he tweeted his complaints about a particular boarding agent.
“It can go either way — it depends on how you tweet,” says Needleman.
The king of customer service complaints
Needleman went to the expert who has fielded more than his share of angry customer ventings — the man behind the Twitter account @comcastcares from 2008 to 2010.
Frank Eliason was a fixer, Needleman says.
“I resorted to tweeting to this account once and was amazed by Frank’s careful handling of issue. It turned around my opinion about Comcast overnight,” says Needleman.
Here are Eliason’s suggestions for getting good customer service using (or not using) Twitter:
Evaluate. Is your complaint valid? Before you explode, consider whether this is just a misunderstanding.
Keep it professional Don’t attack the person who offended you. The Southwest customer made a mistake by calling out the Southwest agent by name.
Help people see your side If you’re venting to the Twittersphere, you want people to see you sympathetically.
Accentuate the positive Tweeting about positive customer service experiences bolsters your credibility.
Twitter is a community, and it can help you Rather than shouting into a mob, asking if anyone on Twitter knows how to fix a problem often ends with a solution.
Take it private If you want to get a solution, maybe Twitter isn’t the best avenue. “Try to find a higher-up at the company, maybe even the CEO and write to them directly — you’re more likely to get a good response if you’re civil and go to the right person,” says Needleman.
Remember what you want If you actually want a problem solved, gentle persuasion will likely be the most effective approach.