Today we had our first disgruntled tweeter. We have been in business for about 1 year now. Since we started our actual business model.
We have a customer that came out and said our support sucks. Ouch! especially since after reviewing our support history with the client all of his questions had been answered within 24 hours. And most of those issues were user error.
I have done the following.
been kind. really stuff like this bugs me a bit so keeping a cool head is important. Remember that mitigation is important.
I still want to support and turn the situation into a win. So I started a public outline to help improve the service.
we only have 2 support staff, me and one of my developers. http://bit.ly/1azaj58
I fear the damage is done, at least for the next day or week right? Any potential customer browsing our twitter history is going to pick out the bad.
Anyone have any other thoughts on how they handle situations like these?
Dan - Cartalyst