Online complaint – now it’s personal!

I am someone who will take to Twitter to put a company on blast when I have received poor service.  On the flip side, I try to be fair and make sure I compliment businesses publicly when I receive outstanding service.  In fact, I recently tweeted about the amazing experience I received from WestJet on a trip to Florida…alternatively I blasted United about their horrendous service last year on a similar trip to Florida.  See?? Fair!! 😉

Recently my place of work came under a similar attack on social media. This Tweeter who will rename nameless..JONATHAN…wrote about an experience he had at my workplace (a bank)…which will actually rename nameless! ha.  Here is the original Tweet…(excuse my poor cut and paste skills in an attempt to keep my employer and Jonathan protected)…

Tweet

Jonathan then sends a direct message to the bank as requested and here is that conversation…

Jonathan ”I had a job interview with a location in “X”, Ontario yesterday afternoon and your employee was rude to me right from the start. He told me I needed to keep everything short because he had lots of other things to do. You guys called me for the interview so there is no need to make me feel like I’m inconveniencing you. And throughout my answers he told me they weren’t good enough. I am sorry if I don’t have the perfect job experience but I sold myself on what I can do and I will not lie to make myself sound better. I was honest. I am completely let down by your service so I want the email for the head of customer service for this branch so I can make a formal complaint about this employee and withdraw my application from “X”. I want nothing to do with your company after this experience.”

Bank – “Hi Jonathan, we are sorry to hear about your recent experiences with one of our Branches, and would like to direct your comments. Delivering an exceptional experience is the number one priority at “X Bank”, and we are sorry to learn that in this case, we did not meet your expectations. Your comments provide us the opportunity for us to ensure that we are responsive to customer need, and allow us to identify areas for staff training and development. We’d like to forward your message to the management of the branch for further review and response. Kindly write us back with the branch location and the employee’s name. Thanks for bringing this to our attention, Jonathan”

Jonathan – “The branch is on “X” Road in “X”, Ontario. And the employees name is Michael”

Bank – “Thanks, Jonathan. Is there a phone number we can reach you at?”

Jonathan“No that’s okay. There’s nothing else to say about it. Just wanted you guys to know so that kind of treatment from your employees is wrong especially when it’s someone that was at one point interested in working for your company and shouldn’t happen to anybody else and make you lose more customers. Thanks”

We were forwarded this message from our social team and were very concerned as with any customer complaints we receive.  Here’s the problem…we don’t have any employees at our branch named Michael that conduct interviews.  Our branch has not conducted any interviews for any position in over 2 months.  We have no record of any person named Jonathan that applied to any position at our branch.   Did he get the wrong branch?  The wrong bank?  Was this a dream he had?  Or is he merely making this up to get back at someone or our company for something else that happened?  We’ll never know.

When we talk about how social media can be a risk to an organization, I think this is a prime example.  Now this Tweet is out there for anyone who follows Jonathan, friends of friends etc. and there is nothing we can do about it…and it isn’t even accurate!  We tried to reach out to him via Twitter and he did not respond nor does he want a response from our team as indicated above.  As I stated earlier, I am guilty of complaining on social media but at least I have my facts straight!  It is so easy for a faceless person to hop on their keyboard, smart phone, Ipad and put whatever they want out there in the universe!  I know this is not new information but when it hits close to home, it is irritating at best!

I hope Jonathan finds his dream job and gets treated better at the next fake interview he goes on!!  Do I sound bitter?? 😉

In this day and age where organizations are opening themselves up to public feedback, should they just have to lay down and take the scrutiny even when it is not accurate?  Do we as consumers have a social responsibility to ensure accuracy in our feedback before posting?

 

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