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But he noted that Twitter is more commonly used to request time-sensitive information that can be conveyed in 140 characters
-- such as connecting flight or gate numbers. The company monitors its Twitter account around the clock and tries to respond within a few minutes. "It's more of an information booth than a traditional customer service channel," Johnston said. Twitter isn't only for basic information requests, however. Citibank also monitors the site and tries to respond to any questions within an hour, said Frank Eliason, who heads the bank's social media strategy. If customers need to share personal account information, they're sent a link to a private page on the bank's website where they can continue the exchange in the same Twitter-like format. Call for backup If you're not getting anywhere and feel your complaints are being brushed off, it can help to get a third-party involved. If you paid with your credit card, you can always file a claim to have a charge removed from your account. Keep in mind that you need a concrete reason
-- such as a product defect or missed delivery -- to make such claims. Your card issuer isn't going to investigate a dispute just because you were unhappy with a rude waiter. Another option is to file a complaint with the Better Business Bureau at www.bbb.org/complaint. The local BBB office will contact the company within two days and ask for a response to the complaint on your behalf. The vast majority of complaints are resolved this way, said spokeswoman Katherine Hutt. That's because businesses know their ratings are affected by whether they respond to complaints. For more serious situations where you suspect fraud or feel your rights were violated, consider filing a complaint with the Federal Trade Commission or your state attorney general's office. You likely won't get a speedy resolution but at least those agencies will be on notice in case other customers are reporting similar abuses. Stay connected online In rare situations, you may feel a company policy calls for a broader action. In the case of Bank of America and Verizon, online petitions were key in quantifying the public's widespread distaste for new fees. "It's an incredibly efficient means of customer feedback that's not controlled by the company," said Ben Rattray, founder of the Change.org, which hosted the petitions against both companies. "It's customer feedback that's controlled by customers." Your issues don't necessarily have to be with a big national company either. Change.org plans to roll out localized versions so users can voice concerns about businesses in their communities.
[Associated
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