8 Social Customer Service Fails You Can’t Afford to Make

What a time to be in social customer service! With the push of a button—or the failure to push a button, for that matter —brand reputations can be tainted, customers can be turned away, and revenue can be lost. When this happens, it is simply called a “fail.” The responsibility of being in charge of customer service can sometimes be overwhelming. Without a strong strategy and tools, disaster can rear its ugly head. Some brands know this all too well. What are the most egregious examples of bad customer service in the recent past? Where, specifically, did these brands go wrong, and generally, what can customer service teams learn from these mistakes? The following are eight cautionary tales for any team hoping to avoid negative publicity, angry customers, and lost business.