Think before you tweet, don't act impulsively
Posted: Thu Feb 13, 2025 3:08 am
Discussion or dialogue
Typical for the situation I found especially the follow-up tweet from Sanoma. This tweet shows that at that moment someone was working who had more eye for discussion than for dialogue:
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In my opinion, the Sanoma employee is putting things on edge here. It is now a case of us versus you. This tweet is nothing less than a direct reproach to the customer. The basis for further addressing the complaint together seems to have disappeared. What would have been very good in this case is a short, sincere apology from Sanoma. Sorry, I let myself go. Shouldn't have. Should I call you about this?
Complaint is emotion
Anyone who is professionally involved in complaint communication, whether in a shop, town hall or on social media, must know that emotions are involved in complaints. Discussions with customers are pointless and disrespectful. And reprimanding a customer is not done. Webcare is not a game of yes-no.
And now? 10 tips
In the meantime, Dorien de Boef has already responded to what happened via a blog. An attentive employee of Sanoma (not someone from webcare) had a conversation with her. And everything turns out fine. Read the customer's story here .
How to prevent something like this? Below are 10 tips for constructive complaint handling and webcare. Incidentally, not only for this Sanoma employee, but for everyone who is open to it.
Leave your ego at home (also read: bad mood, no desire, etc.).
Listen carefully to the customer ('called a lot' vs. 'already called', the start of the discussion).
Recognize and acknowledge the emotion that exists in the customer.
Show empathy.
Always treat the customer with respect, even if the customer is wrong or you do not like the belgium telegram data customer's tone.
Act solution-oriented.
When in doubt, ask a colleague for help (better to have an internal discussion about the approach than publicly on Twitter).
Enjoy doing it!
Learn from your mistakes.
The other side of this story is of course that the webcare employee is also a human being of flesh and blood. Fortunately! And they also make mistakes. No problem, provided you are able to correct this mistake and make yourself vulnerable. As said: there is always a chance to apologize.
Sunday is a good day for reflection (there have been no new tweets from SanomaMediaNL since this discussion on Saturday). Then back to work. Take that opportunity, as it should be.
Typical for the situation I found especially the follow-up tweet from Sanoma. This tweet shows that at that moment someone was working who had more eye for discussion than for dialogue:
Accept cookies
In my opinion, the Sanoma employee is putting things on edge here. It is now a case of us versus you. This tweet is nothing less than a direct reproach to the customer. The basis for further addressing the complaint together seems to have disappeared. What would have been very good in this case is a short, sincere apology from Sanoma. Sorry, I let myself go. Shouldn't have. Should I call you about this?
Complaint is emotion
Anyone who is professionally involved in complaint communication, whether in a shop, town hall or on social media, must know that emotions are involved in complaints. Discussions with customers are pointless and disrespectful. And reprimanding a customer is not done. Webcare is not a game of yes-no.
And now? 10 tips
In the meantime, Dorien de Boef has already responded to what happened via a blog. An attentive employee of Sanoma (not someone from webcare) had a conversation with her. And everything turns out fine. Read the customer's story here .
How to prevent something like this? Below are 10 tips for constructive complaint handling and webcare. Incidentally, not only for this Sanoma employee, but for everyone who is open to it.
Leave your ego at home (also read: bad mood, no desire, etc.).
Listen carefully to the customer ('called a lot' vs. 'already called', the start of the discussion).
Recognize and acknowledge the emotion that exists in the customer.
Show empathy.
Always treat the customer with respect, even if the customer is wrong or you do not like the belgium telegram data customer's tone.
Act solution-oriented.
When in doubt, ask a colleague for help (better to have an internal discussion about the approach than publicly on Twitter).
Enjoy doing it!
Learn from your mistakes.
The other side of this story is of course that the webcare employee is also a human being of flesh and blood. Fortunately! And they also make mistakes. No problem, provided you are able to correct this mistake and make yourself vulnerable. As said: there is always a chance to apologize.
Sunday is a good day for reflection (there have been no new tweets from SanomaMediaNL since this discussion on Saturday). Then back to work. Take that opportunity, as it should be.