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2. WWhhoo iiss tthhee cclliieenntt??CEO OF ScanGroup9,598 followers onTwitter 3. TThhee rreessppoonnssee?? 4. GGooiinngg ddoowwnnhhiillll.. 5. aanndd ddoowwnnhhiillll.. 6. aanndd ddoowwnnhhiillll.. 7. ffuurrtthheerr ddoowwnnhhiillll 8. aanndd ffuurrtthheerr ddoowwnnhhiillll 9. t The competition taakkeess aaddvvaannttaaggee 10. WWhhaatt wwaass tthhee vviirraall iimmppaacctt?? 11. RMA Motors has, through its CEO Sanjiv Shah, responded to the story publishedby Nation.co.ke about its handling of a customer's complaint on Twitter.In the response, Mr Shah said that RMA was puzzled as to why Mr Thakrarchose to use social media to complain about the service rendered to him by themotor dealership yet he had an open line of communication with RMA."We are puzzled as to why Mr Thakrar decided to air his views on social media inthe early hours of the morning on a public holiday (Monday 21st October (sic)).*Courtesy: www.nation.co.ke 12. KENYAN TUSKERMr Thakrar had taken to Twitter to complain that his Sh30 million Range RoverVogue, which is specially customised, was not working as it was supposed to andasked for assistance.In response, the company said it was a public holiday and he would have to waituntil Tuesday for assistance, and in the meantime he was advised to take a "coldtusker".In the same statement, RMA defended its use of "cold tusker", saying that thecompany liked the reference, as Tusker is so Kenyan, and also in deference to ablogger by the same name."We used (the) reference to enjoying a "cold beer" as there were many tweets fromthe @coldtusker handle and we liked the reference to Tusker as it is so Kenyan,especially on a public holiday.*Courtesy: www.nation.co.ke 13. RMA's comments were taken to show the artlessness of corporates interaction withtheir clients on social media.In this rejoinder, RMA stops short of calling Mr Thakrar a hostile customer out tobesmirch the dealership's good name. RMA also took issue with Mr Thakrar, sayingthat none of its high-end clientele had ever taken their issues with the motor dealerpublic."None of our other high profile customers have ever resorted to discussing theirissues and slating us in the public arena. Generally owners of these type of vehicles(and we have many delighted such customers) are private, discreet and veryfriendly.Mr Sanjiv is also happy with the publicity Mr Thakrar has garnered for them, termingthis a bitter-sweet moment for the company.*Courtesy: www.nation.co.ke 14. Lessons LearntClients do not expect you to be perfect; they do expect you tofix things when they go wrong.Listen and offer a solution. Dont engage the customer in awar of words if you are not going to solve their needClients complain when their expectations are NOT met. Donot blame them for complaining via any channel.If you relax over a cold Tusker, not all people do! 15. Lessons LearntWhich side of Twitter do youwant to be on?#TwitterThumbsUp#TwitterBigStick