Thursday, April 29, 2010

Coming Full Circle with Customer Service

There is nothing I love more than good customer service. Yes friends, even more than I love my 'big girl' drinks.

Back in the day, organizations could not survive without stellar customer service. It is what sets an organization apart from its competition, and us coming back for more. As technology evolved and budgets were cut, that lovely voice on the other end of the phone when we called an organization was replaced by voice mail hell. (Yes, DMV, I AM talking about you.)

I like to believe that the evolution of social media is a collective response from organizations who realize that we patrons want and deserve more. Social network giants like Facebook and Twitter, as well as the nich networks like Cork'd, LibraryThing, Culinate, and SparkPeople, allow organizations the opportunity to interact with their followers on a medium they use and love. We post a question or comment on Facebook and someone actually responds! How exciting is that? No voice mail hell with "push 279 to repeat your options."

What organizations are realizing is that not only are we more satisfied patrons, we are more engaged with organizations that interact with us. Even if a negative comment or question is posed, this is an opportunity to win us over or let other patrons step in in defense of a product or service.

I, for one, am thrilled with the new customer service era!

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