The Best Way to Handle an Angry Customer Tweeting About Your Brand

Your customer service plan matters now more than ever. With customer interactions increasingly occurring online, companies can benefit — and benefit customers — by offering fast, flexible, and timely support options via platforms like Twitter. And a bit of upfront planning goes a long way toward a smooth execution.

The old saying is if you have nothing nice to say, you shouldn’t say anything at all. Sadly too many people on the Internet forget about this golden rule. This means your company is always vulnerable to things like Twitter trolls.

Twitter has provided companies with a means to instantly engage with customers. Now businesses hear every piece of social dialog related to their brand. But as you probably know, it’s not always nice. In fact, a Provide Support Infographic explained some critical stats:

• Upset customers need 12 positive experiences to make up for one bad interaction
• 73% of businesses do not address customer complaints on Twitter
• 88% of consumers believe unaddressed complaints on social make them less likely to buy

Social media has given customers a voice. No longer are they limited to private conversations with a customer service representative. They can simply turn to their phones and…