Have you ever seen one of those “How are we driving?” signs on the back of large semi-trucks? If so, how often have you just wanted to scream “TERRIBLY”!? If you’re lucky, the sign will have a corresponding number that you can call and “share your complaints or praises” with, but you know that if you even bother to call all that will get you is an office receptionist who is more than likely never going to bother passing your message along. It’s the same song and dance with a lot of other companies, like clothing vendors for example. You receive your product in the mail that you have been counting down the days for, you rip up the box quickly as the suspense is killing you, and to your disappointment it’s all wrong! With a frown on your face, you dial the 1-800 number expecting to be connected to someone, ANYONE that can give you a straight answer. Instead, you are now in the middle of a ‘press this’ and ‘press that’, talking to a machine, that is probably not even going to get you where you want to be. By the time you even talk to a real person, you can’t even remember why it is that you’re calling! This is the major problem with having adequate customer service. No one is putting themselves in the shoes of the person actually buying the product.
If a company wants to be as successful as they can be during these ever-changing times, they need to start taking customer care more seriously. Today, if a customer has one unpleasant experience with a company and their lack of customer service, that bad news can travel at warp speed and tarnish the reputation of that brand. A way that customer service within a company can be improved is by using social media to their advantage. Social media is the perfect tool for companies to be able to monitor customer complaints, instead of having a generic webpage for complaints that is not carefully reviewed. If a company is able to give faster responses to negative feedback and experiences, they can in turn improve the quality of their brand and gain more customers and business by improving the attitudes of their customer base.
The issue is fairly cut and dry. All a company has to do is maintain the notion to themselves and their customers that customer service is number one, above and beyond. Customers have to feel secure knowing that something they are spending their hard-earned money on is going to be what they want, and is going to be worth it. Social media is the key to doing so.