With the latest reports of crisis from TGI Friday’s, it is no wonder that forms of social media have ousted emailing as the main form of communication for customer service.
The newest customer service crisis belongs to TGI Friday’s. According to PR Daily, Nicole Queen was visiting TGI Friday’s in Garland, Texas, where she explicitly told her server that she couldn’t consume beef due to her religious restrictions.
However, after overt uneasiness from her server, she realized that when she was drinking her tea, there were bits of bacon in it. When she confronted the kitchen staff, they said servers don’t have access to food and threw her cup away.
She contacted the media to tell her story, which in turn caused TGI Friday’s to release a statement via Facebook. This triggers an interesting question — why are brands choosing to interact through social media (instead of email) for crisis communications? Possibly because, like the article claims, answering an email complaint can take a company up to right hours. With social media, you can, in some cases, get instant gratification.
Have you ever used social media to complain or communicate with a specific brand? If so, did they respond?