No matter how good your services are, there will always be an unhappy customer. Or customers. Now, social media gives them an outlet to voice their discontent to the world. Take a look at how the Cleveland Clinic deals. Deb Beaulieu on Fierce Practice Management:
“How the organization responds to such communications has evolved over time, Milicia said, but one hard and fast rule is that it’s a priority to respond quickly. In fact, its goal is to respond to any patient complaint made via Twitter within just two hours (or 24 hours for Facebook). To accomplish this, a team of five communications employees, including Milicia, take turns alternating ‘Twitter duty’ for a week at a time.
Whenever possible, the team member sends the patient who wrote the tweet a direct message (a private, 140-character message between two Twitter users who are following each other) requesting a phone number for a Clinic representative to call the patient to discuss the matter further.”
Read more: Facebook and Twitter: How to deal with patient complaints – FiercePracticeManagement http://www.fiercepracticemanagement.com/story/facebook-and-twitter-how-deal-patient-complaints/2011-05-24?utm_medium=nl&utm_source=internal#ixzz1NO4fRWhI