A typical response
to a complaint would be something like “We apologise for the inconvenience that
you have to face due to our mistake… We appreciate you pointing out our error and
helping us improve… Please accept this voucher as a token of our appreciation
and apology”. Although there’s some level of human touch to it, it still feels
distant and hostile to some extent, partly because the response is rather
generic and well, typical.
Depending of course
on how a customer presents a complaint, sometimes there’s a chance for a representative
to respond accordingly rather than just robotically. It’s not wrong really to
occasionally joke around on social media while helming an organisation’s social
media handle. In terms of perception, audience would really discern that behind
a corporate brand’s digital platform, there are humans at work.
Just recently, a hilarious
conversation on Tesco UK’s Facebook page wall between a concerned customer, Wes
Metcalfe, and Tesco’s social media handler caught the attention of netizens.
The talking point? A deceased worm named William. Odd right? Well like how Sam
Haysom of Mashable.com put it, “the world of Facebook-based customer complaints
can sometimes be a strange, wonderful place”, and we agree!
The story started
off with a dead worm found wrapped in a packaged cucumber and ended with well,
let the screenshots do the talking:
Tesco
responded.
From
here it escalated.
Reflections.
RIP William.
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