If you follow me on Twitter, you know that I’m not shy about voicing my opinions. Yes, I will complain when something is not up to par, especially service. In my mind, it’s the easiest to fix, because all it takes is some common sense and human decency. The shipment might not get here faster, and the kitchen won’t magically un-run out of something, but your attitude can make all the difference. And when something is good, be it food, fast shipping or the smallest of favors, I will always rave about it online. To the point that people have actually asked me if I work for companies I talk about, because of how mushy-gushy I can be.
The answer is no. I just really like to give credit to people who are awesome. And I also like to call out those who, quite frankly, suck. I started this post a few weeks ago, after a particularly long, drawn-out and heinous customer service experience. Then I began to wonder if I was being too dramatic. So I stopped mid-post.
3 weeks later, same issue, same company, even more of a pain in the ass. So here you go NSTAR. This one’s for you.
Customer Service Impacts All Aspects of a Business
Customer service goes hand in hand with marketing, now more than ever thanks to social media. Word-of-mouth now includes Tweets, Facebook status updates, emails, IMs and text messages. Consumers have more places to voice their opinion, while Marketers have more channels to listen to. The end result is that when a company screws up, as every company will at some point, it’s more likely that people will hear about it.