Streaming issues? Report here
Lester Kieviet 2019 1500 BW 2
Tonight with Lester Kiewit
21:00 - 23:00
volume_up
volume_mute

Up Next: Best of Talk
See full line-up
Tonight with Lester Kiewit
21:00 - 23:00
Home
arrow_forward
Business

Responding to consumer complaints on social media, how companies get it wrong

11 September 2019 8:40 PM
Tags:
Consumer
social media consumer complaints
Consumer journalist Wendy Knowler shares her insights and uses a few examples.

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:

Subscribe to our Business Wrap Newsletter


This article first appeared on 702 : Responding to consumer complaints on social media, how companies get it wrong


11 September 2019 8:40 PM
Tags:
Consumer
social media consumer complaints

More from Business

10 unexpected things that most truly rich people have in common

13 September 2019 2:44 PM

Personal finance expert Warren Ingram on the money values that those "worth" R40 million or more almost invariably have in common.

Read More arrow_forward

'Peter Moyo is not required – nor permitted – at work'

13 September 2019 2:32 PM

Old Mutual is not backing down in its fight with fired CEO Peter Moyo. Ray White interviews EWN’s Nthakoana Ngatane.

Read More arrow_forward

Prasa assets not insured, you are riding at your own risk - Mantshantsha

13 September 2019 1:04 PM

Daily Maverick's Sikonathi Mantshantsha says Prasa is on a downward spiral and trains no longer have risk insurance cover.

Read More arrow_forward

Jeremy Mansfield gets real about his money and beliefs about it

13 September 2019 1:03 PM

Bruce Whitfield interviews Jeremy Mansfield about his attitude to money (hopes and fears, successes and failures, etc.).

Read More arrow_forward

'Getting people out of their homes and into a restaurant is challenging'

12 September 2019 7:08 PM

Spur Corporation says it has experienced some pressure as customer spend is limited due to a slowing economy.

Read More arrow_forward

Steinhoff's R53 million penalty is still the highest paid fine in SA - FSCA

12 September 2019 6:33 PM

The company which was initially slapped with a R1.5 billion fine is now required to pay R53 million.

Read More arrow_forward

Here's why a merger for SAA, Mango and SA Express would be a disaster

12 September 2019 5:04 PM

SA Flyer Magazine's Guy Leitch says while in some ways it may be cost-effective, the merger itself would be very expensive.

Read More arrow_forward

'We had a disdain for money. Material possessions counted for so little'

12 September 2019 3:20 PM

Justice Albie Sachs talks about his attitude to money (hopes and fears, successes and failures, etc.).

Read More arrow_forward

Naspers spin-off comes in at R1,200 a share

12 September 2019 11:47 AM

Prosus made a good start to its first day of trading on the JSE, opening at R1,238 a share.

Read More arrow_forward

What is better - money in the bank or investing in shares?

12 September 2019 11:17 AM

Personal finance expert Warren Ingram offers a definitive answer with an explanation ordinary people can understand.

Read More arrow_forward