Live Complaints via Social MediaPub or restaurant owner? At some point, you’ve probably had an unhappy customer post on your social pages while they are still seated in your establishment, as live complaints have become increasingly common.
As part of our Customer Service Management, our Social Media team are trained to treat these interactions with urgency, prioritising them over normal enquiries. That way we can deal with them before the customer leaves.
Once we pick these up, we find out their table number and then immediately call it through to your team, allowing you the opportunity to personally offer the customer a resolution. Not only does this prevent escalation of the problem and minimise the chance of a more serious complaint forming, it shows impressive customer service, integrated with your social media.
If this sounds like a service that would benefit your business, get in touch!