Insight 13 www.aftermarketonline.net MARCH 2025 call on a greater level of resource to resolve through in-house processes. Protect personal information After acknowledging the complaint publicly, taking dialogue behind closed doors can be through an invitation to a customer to send your garage an e-mail, or to make contact via a dedicated telephone number where their complaint can be addressed further. Alternatively, the conversation can be brought to a private channel such as direct messages (DMs) on X, or to Facebook Messenger, for instance: “When convenient, and if you are happy to do so, please can you send us a DM / message with your full name and contact details so that we can look into this further for you.” For data protection purposes, a customer should never be asked or encouraged to divulge personal information in a public facing area of a social media platform. Individuals often use pseudonyms or nicknames as their social media persona for a degree of anonymity when posting, meaning asking for identifiable information in a private environment, such as a direct messenger, is a legitimate request to be able to assist them further. Maintain consistency and professionalism When addressing complaints, either directly, or via a channel such as social media, it pays off to maintain a positive and constructive relationship with a customer for long-term loyalty and repeat business. This can be achieved through a consistent, measured, and personable approach when handling complaints, thereby reinforcing the professionalism and credibility of your business. Follow up after a resolution Once the issue has been resolved, it is good practice to follow up with the customer to ensure they’re fully satisfied with the solution that has been proposed. A simple message or call shows that your business is committed to high standards of customer care. Asking for feedback on how their complaint was dealt with can equally help improve internal procedures and services to avoid similar issues from arising in the future. The effective management of complaints on social media is not just about damage limitation and ‘firefighting’, but is also about demonstrating your commitment to the upmost customer satisfaction and highlighting a positive reputation. By adopting such a proactive approach, this gives the chance to turn potentially negative experiences into opportunities for growth and improvement, and to build loyal and longlasting relationships with customers. Visit www.TheMotorOmbudsman. org/join for more information about accreditation to The Motor Ombudsman’s Service and Repair Code. Join Castrol experts David Roberts and Arron Littlewood for their free-to-attend webinar as they take a detailed look at Castrol GTX, Magnatec, and Edge, wetbelt deterioration, DPF risks, and ACEA ratings. Get the latest on OEM oil grade updates and discover how Castrol Engine Shampoo keeps engines clean. The webinar, on March 12, 2025, is a must-attend for technicians, garage owners, and auto professionals. Use the QR code to register now.
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