Yesterday, we wrote a personal post related to a company that deployed poor customer service, and, in that post, we highlighted three ways that offline businesses are doing it poorly.
For example, you write letter after letter of complaint, to no avail.
Noone responds.
Hoping you just get bored of writing letters.
In other words, the top dogs in the company couldn?t care one jot about your problem.
Second, we highlighted that if a customer does receive poor customer service from a company, they are more often or not going to spread the word either through word of mouth, i.e, talking to their friends, or sharing their experiences on Facebook, Twitter, etc.
Well, it can be the same online.
If a customer feels he is receiving poor customer service online, then likely, he will turn to online to vent his anger, or to try and receive an asnwer to his problems.
But, some companies at the moment, still don?t get this social media phenomenon.
It?s great having a Facebook Fanpage, but the sign of a good business in social media, is having a mixture of good and bad comments on the page.
If the business is solid, the bad comments won?t be a problem.
Obviously, noone likes to receive bad comments about their business, but there has to be an element of realism too.
No business is perfect!
As I outlined in yesterday?s post, ignore or try to shrug off the customer at your own peril!
Here are three ways that businesses are using social media, and deploying poor customer service using it.
1) ?We are terribly sorry to hear about this but we always strive to give
the best possible service to our customers.?
CUSTOMER SERVICE, CALL US!
This classic deflection, usually seen in response to a complaint on Twitter,
is completely without substance. A copied and pasted clich? aimed to
distract you from the fact that they didn?t even read your 140 character
distress call. What would be wholly more valuable is an explanation of the
steps they?re taking to resolve the problem.
2) ?Please contact our customer services team on 0845 xxxx?
Really? I thought I just did. Social media is a scary place for a brand,
because consumers have a lot more power than the brand is comfortable with.
In fact, it?s best if companies can get customers off social media and into
the comfort of their closed channels.
If you are complaining on Pugbear, Twitter, Facebook or any other social
channel, and you get this response, it?s the brand?s way of saying: ?Let?s
just give you bad customer service ? at your expense ? in private where
no-one can see?.
CUSTOMER SERVICE, WE?LL EMAIL YOU
3) ?You can email the details to us at xxxx so that we can forward it to
the right department?
What is the right department if those manning the social channels do not
include staff who are equipped to deal directly with complaints? How can
there be a department other than the ?right? department when you?ve got
people publicly slating your brand?
Social media can become the best friend or arch nemesis of a company depending on the company?s attitude
towards its customers.
No longer can they quietly pass you from pillar to post behind closed doors over the phone, when over
recent years we?ve discovered that naming and shaming them over Twitter will get them clamouring over
themselves to keep you sweet.
Have you experienced poor customer service? Then contact us!
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Tags: customer service
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