In today’s scenario of internet and social media, it has become really easy to deal with poor customer service of any company. Say an E-commerce company for example.
Today’s customer is armored with a weapon called Social Media Listening. If you know how to make use of it then you can easily deal with poor customer service, no matter how big the company or brand you are facing issues with. The tool which companies use these day for social media listening is Twitter. And companies take negative customer feedback very seriously if they are posted on Twitter.
Let me take this topic further with a real scenario of myself which is very recent too.
I had ordered a pair of eye-glasses with Amazon India eight days ago. For six days there was no sign of delivery and on the seventh day I got an SMS saying “The product could not be delivered due to additional address requirement”. Even when I have got many orders delivered on same address previously. I just came to understand one thing, all my previous orders were delivered using Cash-On-Delivery method and the latest one was prepaid via bank. Hence, the reason of product not getting delivered was clear. Amazon is taking prepaid orders for granted and delivering them too late. And as per my knowledge many eCommerce companies do this.
Amazon was still playing with me
I called the Amazon customer care and re-confirmed all the details. The operator promised me that she will get my eye-glasses delivered on the very next day. Next morning I had got a call from the delivery guy and he asked me some additional details regarding the address. I made him understand the address and landmarks very clearly. He told me that he will deliver the eye-glasses in the evening. Hence, I waited the whole day and had not heard back from the delivery guy. I tried to call him for 1 hour simultaneously, but his phone was remained switched off. I was angry and called the Amazon customer care. After pressing all inputs I got a terrible reply “Please contact through website”. I was insanely angry for that moment and couldn’t able to wait more.
I tweeted to deal with poor customer service of Amazon
So this was the time when I made use of Twitter to make Amazon India realize about their pathetic customer service. I sent my feedback to Amazon with a tweet by including their Twitter username which is @AmazonIN and the hashtag #Fail in the tweet. Guess what, I received the reply from them within 5 minutes. Amazon support apologized about the inconvenience. After a little chit chat with them, I cancelled the order and asked for refund. You can click anywhere in the tweet below to view the whole story.
— Haseeb Muhammad (@haseebtalk) January 11, 2016
I would had cancelled the order and requested the refund directly by logging into my Amazon account. But I did everything very openly to make Amazon realize the mischief they are doing with their customers. My tweet acted as a warning to them and they took it seriously. So if you face any such type of issues with the customer service of any company then make use of Twitter and be proud of exercising your right.