Why Facebook, Twitter and Others are Not Just for Socializing….
Posted by Liz Pagnotti on Tue, Jun 23, 2009
Ever receive poor customer service at a retailer or over the phone when calling about a charge on your credit card? Or who hasn't argued with the phone or cable company? The statistics say that for each great customer service experience you have you tell 1-2 friends and for each bad experience you tell 9-10 people. Well, sites like Facebook and Twitter are changing those statistics as we speak.
If I go into a retailer and have a bad experience, my 150 friends on Facebook will know this before I even get out the door, not to mention the numerous people following me on Twitter.
As a business owner these days, there are many more worries about customer service than 10 years ago....heck, even 5 years ago. Many companies now have employees assigned to resolve people's complaints that are posted Twitter.
So I have a complaint about my telephone service and after spending 20 minutes on the phone with no resolution, I Twitter my frustration. Next thing I know, a customer service rep from the phone company Twitters me back and offers to set me up with a person who can resolve my issue. I am now a satisfied customer and didn't have to make numerous calls to the phone company only to press "1" for English, over and over again.