Issue #4

I feel that AT&T's approach to customer complaints is by far and beyond the best way to go about dealing with problems that customers face on a daily basis. For a customer to do something as simple as post a complaint on a company's Facebook page and get a response usually in the same day is very professional and shows that the company cares about what customers have to say. I have seen this exact same approach through Chipotle's Facebook page, as users posting complaints get a response from the Facebook team within minutes. While the benefits are numerous, the only con I can really see in this situation is that many complaints are in the eye of the public, so people know there are problems with the company.

An approach such as BP's, which simply removes the negative comments, doesn't really help the situation. It tries to cover up that there are many customer complaints by simply making them disappear. However, BP has done little to actually speak to its consumers and directly address their problems. This approach is pretty typical by companies, however I think that it would be very smart for a company like BP to reconsider. Responding to a customer's needs should be the number one priority to the company, and that is exactly what AT&T has done.