CP Communications director Catriona Pollard guest comment

CP Communications director Catriona Pollard guest comment
By admin


a

Email the Travel Weekly team at traveldesk@travelweekly.com.au

CP Communications director Catriona Pollard guest comment

CP Communications director Catriona Pollard guest comment
By admin


Maintaining great customer service or experiences on Twitter is becoming increasingly important for businesses in the MICE industry. It can help to build a good reputation and also improve customer satisfaction and loyalty.

If you receive a negative comment on your Twitter account, it’s important to respond appropriately to help prevent the problem escalating.

The worst thing you can do is to ignore a negative tweet or respond in a negative way. This could escalate the issue and lead to a major crisis situation if other Twitter followers join the conversation.

For example, a customer could complain on Twitter about how they disliked the venue or food at a particular event. If you don’t resolve the issue quickly they may continue complaining and get other people to support them. For high profile brands or events this may become a huge PR crisis and even be reported in mainstream media. If not handled in an appropriate manner this could damage the reputation of your business and you may lose customers, sales or future event attendees.

Here are some tips to help you respond to a negative tweet:

1. Tweet a polite public reply in response to the negative tweet and offer a clear process to resolving the issue.

2. If you are following the person who wrote the negative tweet then you can send them a polite direct message explaining in further detail how to resolve the issue or asking them to explain the issue further.

3. If you’re not following the person then send them a public reply and start following them. Ask them to follow you back so you can then send them a direct message.

4. Deal with the issue on a more personal level by asking for their contact details. This will be easier to resolve the issue when you can write more than 140 characters.

5. Remember to address the problem quickly.

6. Always stay calm and do not aggravate the situation further by getting angry or responding negatively. You can also research the person’s profile who wrote the tweet to understand their personality. This will help you to communicate better with them and help to meet their needs.

7. Always be on the lookout for tweets about your business, brand or event. You can use Google alerts, Twitter hashtag searches or http://tweetbeep.com  to find mentions of your business. You can also use http://monitter.com  to see a live feed of tweets related to or about your business.

It is important to maintain good customer service while using twitter, which means responding to complaints quickly, being helpful, treating customers or clients with respect and always being friendly and polite.

Email the Travel Weekly team at traveldesk@travelweekly.com.au

Latest News

  • Events

World-leading EduTECH Congress and Expo returns to Sydney

The latest technology and trends shaping the future of the EdTech sector will be on show in Sydney next year when one of the world’s largest education events returns to NSW. Sydney will host the EduTECH Congress and Expo with events occurring from 2025-2027, generating an anticipated $24 million in direct expenditure for the NSW […]

  • Conferences

Melbourne and Geelong convention centres pave the way for accessibility and inclusion

The operators of Melbourne Convention and Exhibition Centre and the future Nyaal Banyul Geelong Convention and Event Centre have taken a significant step towards inclusivity with the launch of their latest Accessibility Action Plan. Welcoming visitors from diverse backgrounds, Melbourne Convention and Exhibition Trust (MCET) is committed to providing safe spaces to connect and engage. […]

  • Hotels
  • Luxury

The ultimate poolside indulgence? A “push for champagne” button at Raes on Wategos

Ever wanted a poolside “push for champagne” button knowing you’ll immediately get a pour of Maison Perrier-Jouët? Well now you can, as Raes on Wategos has unveiled a tiled centrepiece by artist in residence Eytan Messiah that does just that. The Byron Bay hotel’s current artist in residence has created the bespoke tile and ceramic […]

  • Hotels

Newly refurbished Pan Pacific Perth offers new era of refinement

Refurbishments at the iconic Pan Pacific Perth, the Adelaide Terrace hotel in the WA capital, are scheduled to be finished by late 2024, with new images revealing a new standard of luxury. While the refit got underway in May 2023, the transformation is now set to offers business travellers and holidaying guests new levels of […]

  • Events

Brisbane Festival 2024 returns from 30 August

Experience a rich tapestry of culture, celebration, and community throughout the city as the Brisbane Festival 2024 returns from 30 August to 21 September. The fifth program from artistic director Louise Bezzina invites guests to experience the pinnacle of artistry with world premieres, Australian exclusives, Queensland commissions, and Brisbane spotlights across 23 days. Tt brings […]

  • Food & Beverage

Nobu Bangkok the World’s Highest Nobu Restaurant at EA Rooftop at The Empire

Nobu co-founders Hollywood star Robert De Niro and Meir Teper, plus eponymous chef Nobu Matsuhisa have visited EA Rooftop at the Empire ahead of the official launch of the world’s highest Nobu restaurant in the heart of Bangkok. With unparalleled dining experiences with breathtaking panoramic views of the Bangkok skyline and the Chao Phraya River, […]