Angry customers feedback
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In customer service, angry and upset customers are a fact of life. They’re not going away, no matter how good your business is.
People have bad days, and things go wrong. And you’re left to solve the problem.
We’ve covered this topic before, from handling bad reviews to putting your best foot forward in social media support.
But I thought it would be helpful (and fun) to see a real example of these concepts in action.
Today, I’ll share a story from a friend and Groove customer, Kyle Racki of Proposify, about how he handled a situation with an angry customer on Twitter.
As we all know, in the early days of a startup, product issues dohappen, and they happen often. You’re focused on making the product better, but especially at the start with your resources spread thin, this is an uphill climb.
The single best way to compensate for that shortcoming is to offer undeniably excellent customer service.
Proposify’s focus on stellar support is what got them through their early days, including in today’s example.
We’ll look at the juicy details of what happened, and analyze Kyle’s response to see what we can learn about dealing with angry customers on social media.
But before we get into it, I want to give you with a simple framework you can use every time to diffuse tense situation and deliver great service to your customers.
People have bad days, and things go wrong. And you’re left to solve the problem.
We’ve covered this topic before, from handling bad reviews to putting your best foot forward in social media support.
But I thought it would be helpful (and fun) to see a real example of these concepts in action.
Today, I’ll share a story from a friend and Groove customer, Kyle Racki of Proposify, about how he handled a situation with an angry customer on Twitter.
As we all know, in the early days of a startup, product issues dohappen, and they happen often. You’re focused on making the product better, but especially at the start with your resources spread thin, this is an uphill climb.
The single best way to compensate for that shortcoming is to offer undeniably excellent customer service.
Proposify’s focus on stellar support is what got them through their early days, including in today’s example.
We’ll look at the juicy details of what happened, and analyze Kyle’s response to see what we can learn about dealing with angry customers on social media.
But before we get into it, I want to give you with a simple framework you can use every time to diffuse tense situation and deliver great service to your customers.
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