One thing I find really helpful is to comb back through my Twitter feed for the past week. The beauty of Twitter is that it prompts that “in the moment” thinking and then keeps a record of it all. Things like this:
Screw that. I don’t have time for it and you don’t either. But what I’ve come to find is just what I Tweeted above. Now that we have the ability to voice our complaints on a social platform like Twitter and/or Facebook, the smart companies are seeing this as an opportunity as opposed to a problem. Rarely can you stop the disruptors that are really changing something for the ultimate better and I think that’s what effective social platforms are beginning to do for customer service. You can gripe about it all you want or you can jump on the bandwagon and start playing with the cards you’ve got.
I’ve already had a number of successful customer service interactions on Twitter and TripAdvisor. I’m using Twitter as the example because I just don’t use Facebook much at all, but Facebook works here too for all you Facebookers (I’m not trying to exclude you).
This time the concern was with Verizon FiOS and our Internet connection and as quickly as you can say cord cutter I got a response. We exchanged a couple more messages back and forth (I even sent a picture of the router to confirm a setting with them) and boom, we were done. And it was actually pleasant. So I felt compelled to Tweet accordingly because I honestly believe this is the future of customer service. For the longest time it’s been an experience I put up there with going to the dentist (I’m not an anti-dentite) but now, it’s a whole new ballgame and the early adopters will indeed be light years ahead of those asleep at the wheel.