If you want to use social media for customer service, be prepared for some negative feedback. If you put yourself out there, some people will criticize you, while other people will praise you. Be careful what you tweet for, you may get blindsided.
You may have heard that McDonalds recently attempted this on Twitter with “#McDStories”. McDonald’s wasn’t prepared for the negative responses such as “#McDStories Take a McDonalds fry, let it sit for 6 months. It will not deteriorate or spoil like a normal potato. It will remain how it was”. This is an extreme example and was obviously a huge failure—because they weren’t prepared. But if you’re prepared to get a few negative responses and professionally handle these responses, you’ll do fine and social media will work greatly in your favor.
Be careful what you tweet for and be prepared for anything.
Do you have a social media success story? I'd love to hear about it in the comments section below!
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