61–70 of 87 posts
Not saying both won't happen, but you give yourself the option to fix the issue before it's really "a problem".
Tweets are a terrible communication channel for solving customer service related issues. I run a customer support team, and almost all of our customer service related tweets end up with us either emailing the customer directly (if we can identify them) or asking them to email us so that we can get more information about their issue/concern. Text at least gives you a private chat where you can give information that yo…
Public shaming is the only way to get any customer service at all for many shitty companies.
Tweets are a terrible communication channel for solving customer service related issues. I run a customer support team, and almost all of our customer service related tweets end up with us either emailing the customer directly (if we can identify them) or asking them to email us so that we can get more information about their issue/concern. Text at least gives you a private chat where you can give information that yo…
No way, tweets are great. It's the only way I've been able to connect to airlines immediately (once after waiting on hold for 4+ hours). Most quickly jump to private DMs. No more phonetic spelling my confirmation number over a bad phone connection. Problems get taken care of really quickly, but even it they aren't, I'm able to do other stuff while I wait, unlike waiting on hold, which really saps attention (constantl…
Tweets are a terrible communication channel for solving customer service related issues. I run a customer support team, and almost all of our customer service related tweets end up with us either emailing the customer directly (if we can identify them) or asking them to email us so that we can get more information about their issue/concern. Text at least gives you a private chat where you can give information that yo…
Earlier quoted context omitted.
No way, tweets are great. It's the only way I've been able to connect to airlines immediately (once after waiting on hold for 4+ hours). Most quickly jump to private DMs. No more phonetic spelling my confirmation number over a bad phone connection. Problems get taken care of really quickly, but even it they aren't, I'm able to do other stuff while I wait, unlike waiting on hold, which really saps attention (constantl…
This could also work for texts, if they were answered in a reasonable amount of time. As you say, being stuck on a voice-only communications channel that demands 100% of your attention is really expensive, and it's bad for accurately conveying information. Edit: highly relevant and insightful http://www.harrowell.org.uk/blog/2012/01/21/the-politics-of-... http://www.harrowell.org.uk/blog/2012/01/21/the-politics-of-..…
Tweets are just an extension of this. It's immediate negative public PR, and there's people whose job it is to manage it. You get an outsized amount of leverage in the "how will my issues get solved" negotiation.
Earlier quoted context omitted.
Yea, if the company has a terrible support process outside of tweeting, it becomes the nuclear option to get someone to actually deal with you, which is just terrible for everyone.
How is that terrible for the person tweeting? Usually, it works out pretty well for them.
Earlier quoted context omitted.
Public shaming is the only way to get any customer service at all for many shitty companies.
I wonder whether it would work with Google.
Some change. Little or no acknowledgement.
Thouggh I think most of us have no idea of commss and support at Google scale: 3 billion plus profile registrations -- this is Android, Gmail, Youtube, etc.
I had a stewardess dump a tray full of water on me and my laptop about an hour into a 5 hour flight. She couldn't give me more than a $50 credit, and I had to go to the customer service rep desk after the flight. First thing he said after I explained to him the situation was "Do you have twitter?". Confused, he explained to me that it was the first thing he had to tick off on the customer resolution checklist. I get…
[1] http://david.heinemeierhansson.com/2013/american-airlines-ea... [2] https://gist.github.com/iL3D/59df64947d42828d848ebfc1651a312...
I fly weekly. After every flight and almost every phone call I get an email requesting I take a survey. Knowing how metrics driven most big companies are (I'm a consultant) I have to assume that for all the complaining nobody is filling out these surveys. When I fill them out things happen. Every time I give a negative review I find myself higher in the upgrade list or upgraded outright. It's actually a "hack" anothe…
Interesting. My naive self thought that these surveys are anonymous.
Especially electronic.
Maybe I need to tweet to several airlines every time I drive somewhere instead of fly. I'd prefer to arrive in hours, but the last time I flew reminded me of why it had been years since I was on a plane.