I want to commend you for taking this bad experience and turning it into a valuable opportunity to learn from. With these new tools in hand we can sometimes become to quick react and publish a rant before we have time to think everything out.

To add to your lesson, I think one of the biggest opportunities for brands when it comes to customer service is being responsive. It’s not only about listening and learning from these experiences to improve the way the brand touches customers, but to make them feel acknowledged. Let them know, “We see you. You have been heard.” In this day and age, there is no excuse for not responding or at least acknowledging a negative customer experience after it has been vocalized online.

I want to commend you for taking this bad experience and turning it into a valuable opportunity to learn from. With these new tools in hand we can sometimes become to quick react and publish a rant before we have time to think everything out.

To add to your lesson, I think one of the biggest opportunities for brands when it comes to customer service is being responsive. It’s not only about listening and learning from these experiences to improve the way the brand touches customers, but to make them feel acknowledged. Let them know, “We see you. You have been heard.” In this day and age, there is no excuse for not responding or at least acknowledging a negative customer experience after it has been vocalized online.