Does it matter if you #fail at Customer Service?

Does it matter if you #fail at Customer Service?

If you have been on Twitter, Facebook or other social media sites you will probably have seen people complaining about poor service often followed by a hashtag and fail. You may have had occasion to tell the people who follow you that you have had some bad service.
Do the people who write #fail messages write them as a sudden blast at a one off event or do they write them because of a series of poor dealings with a company?

As a business owner I do not get up in the morning and think how can I fail my customers. I am sure that I am not alone in this. I also realise that on some days you cannot get everything right first time. I want to know if the service that I am providing is not up to standard. We take steps to check that our clients are happy with the progress of their project. What do you do to see if your customers are not just ‘ok’, but are out there, saying how good you are?

Do you think that it is an appropriate use of your time to keep an eye on social media sites to see if you are getting negative feedback? In the past people would just tell a few people if they received bad service. Now, with the press of an enter key it is possible to tell hundreds.

Do you communicate regularly with your customers? Do you make it easy for them to talk to you?

What would you do if you saw #fail next to your business? Can you afford to ignore a #fail now that Google includes real time searching of Twitter and Facebook in its results?

What do you think?

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2 Responses to “Does it matter if you #fail at Customer Service?”

  1. Blog Site Service Says:

    For example, we’re working with a hospital where we’re delivering one keyword-rich post a week based on an editorial calendar we developed. The hospital, for its part, will create posts when a doctor receives an award, or when additional flu vaccines are available, or to distribute health alerts to the community.

  2. Fran Simon Says:

    I think it matters. A lot. One complaint turns into two and then hundreds. Listening on social media is even more important than engaging. Complaints can be symptoms of bigger problems that need to be solved. Ignoring them demonstrates a complete disregard for customers. I do not believe the customer is always right, but I do believe paying customers have a right to be heard, acknowledged, and receive responses about their complaints.

    Facebook is trying to manage business like Wikipedia– totally online. There’s a huge difference in the two. Wikipedia is a nonprofit organization that does not sell ads for profit. (They do take donations, but they have a donation processing company that handles those customer service problems.) ANY TIME a company receives payment, they have an obligation to respond to problems about those transactions in a timely manner. The problem at Facebook is they put paying customer’s complaints into one huge CS queue with all of the other crazy complaints from the 400 million users who can’t manage the technology. There seems to be no triage and no CRM. And, according to Facebook’s own stats, they only have 1,200 employees to the 400 Million users. That ratio can’t sustain high-quality customer service.

    Is Facebook too big to fail? I don’t know…Ask Steve Case and the folks at AOL what they think about that. (Maybe that’s an unfair comparison, but, hey…this is a blog comment, not a news report!)

    Just my thoughts as they relate to my post: Facebook Fail: Nonexistent Customer Service and the follow up:

    Fran Simon
    Engagement Strategies, LCC

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