Companies no longer have the luxury of time to respond to a consumer complaint and with the advent of social media - businesses may want to respond with speed and efficiency.
Are they doing it right?
Wendy Knowler shares examples where she believes companies get it horribly wrong.
You have somebody like Rocco Mamas who instead of saying 'we apologise for the inconvenience, please DM us'.. occasionally they get it wrong - someone said please do something about your menus that are complicated and the answer was 'ask nicely'. Sometimes they get a little too clever.— Wendy Knowler, Consumer journalist
But most of the time I think Rocco Mamas has embraced the way that social media responses should work but sometimes the company gets it horribly wrong.— Wendy Knowler, Consumer journalist
Recounting an issue with Vodacom, Knowler shares how several social media users who had upgraded their contracts and were due to have them kick in on the Sunday woke up to no data and airtime on the Saturday.
Knowler says Vodacom Support tweeted a generic response: "As we prepare for your new deal kicking in tomorrow, we need to start clearing out the old one today."
Where is the sorry? and actually that doesn't make sense.— Wendy Knowler, Consumer journalist
Finally I got [a response from Vodacom] that 'this tweet is factually incorrect and that the customer should have been asked to DM their mobile number for the complaint to be investigated properly...we have taken appropriate measures to ensure due process is followed in future.'— Wendy Knowler, Consumer journalist
Giving advice on what should be done, Knowler says it is best for businesses to have a separate account for complaints.
I do think it is a good idea to keep your marketing separate from your complaints handling.— Wendy Knowler, Consumer journalist
Click on the link below to hear more...
Enjoy The Money Show, but miss it sometimes?
Get the best bits emailed to you daily, right after it ends:
Recommendedby NEWSROOM AI
Income or equity – what is the difference?
The US market has a big impact on all markets and when they get flu, South Africa sneezes.
Anglo American delivered a 2019 profit attributable to equity shareholders of 3.5-billion USD
Discovery is soothing investors' nerves after a warning earlier this week that it would report a double digits loss.
Wendy Knowler, consumer journalist, on the importance of carefully reading your documents when you buy assets.
The newly elected president of the Black Management Forum (BMF) is Andile Nomlala.
Richard Peirce discusses his documentary 'Lions, Bones & Bullets', which follows the trade to the Far East.
Baloyi became SA's youngest mayor in 2013. He talks about 'being born into politics' and the principles that guide him.
Load shedding has been suspended for Sunday, but the system remains 'unpredictable'.
Parenting expert Nikki Bush has valuable pointers on what to keep in mind when matching your child to a school.
Former president Jacob Zuma arrived at OR Tambo International where supporters waited to give him a hero's welcome.
The music icon and Ladysmith Black Mambazo founder is being laid to rest in his home town in KwaZulu-Natal.
Eskom says 'improved generation system performance' will allow it to suspend load shedding at 5pm on Saturday.
The Ladysmith Black Mambazo founder will be laid to rest in Ladysmith on Saturday.
Stage 2 power cuts are scheduled until 6 am on Sunday, but Eskom says this could be extended.
Joanne Joseph spoke to Play Africa founder and CEO Gretchen Wilson-Prangley on International Language Day.