Nothing frustrates me more than excuses for something that is someone else’s fault. Just last week I had a situation with T-Mobile happen where I was over-charged.
Background (the very short version) - I was overcharged $110 and talked on the phone with eight people from T-Mobile who couldn’t help me.
What is it we do now when we are not happy with something?
Take to Twitter of course!
My first Tweet at 7:56 a.m.-- Thanks @tmobile for messing up my bill AGAIN -- I knew this would happen... (Wow- how did I know it would happen again? Either I have special powers or this is a common theme with T-Mobile).
T-Mobile responds on Twitter less than an hour later -- they can help me (Really? Because the first eight people that I talked to did such a good job).
But low and behold they were actually able to help. They put an immediate credit on my account and (in writing) guaranteed me the price I was quoted.
Sort of amazing that the first eight “customer” service people I talked to via the phone were not emowered to help me but one (ok maybe a few) little Tweet later and I have an immediate solution.
Also intersting was that the common theme I heard at the PRSA Industry Insiders Luncheon yesterday was much about that. I was able to hear from the following great panel:
Debra Stevens, APR, Phoenix Children’s Hospital
Laura Collins, Infusionsoft
Deborah Ostreicher, Phoenix Sky Harbor International Airport
Michelle Olson, APR, Olson Communications
Doug MacKenzie, Visit Phoenix
But the main points I gathered from the lunch included:
Laura Collins’ statement that “If your customers are taking to social media to complain there is a bigger issue” and I completely agree with this. Had the first SEVEN people I talked to at T-Mobile been able to solve my problem I would not have tweeted.
In addition, Laura stated, “When there are complaints on social media it is not just a marketing/PR problem, it is a customer service problem.” Not only do I also agree with this, I think it is a new way of thinking for many organizations.
Now, I want to know if you have any examples of customer service interactions you have had on social media both good and bad!