Category Archives: customer service

What is it good for?

Twitter_Bird.svgTwitter, that is.

I have lots of friends that just don’t get it and aren’t on it. And I get that. Twitter often causes more harm than good.

But when it comes to customer service, I stand behind the blue bird.

I have had far more success getting results with a single tweet than with hours on hold or emails that go seemingly into the void.

Cable company gripes? Send a tweet. The response is almost instantaneous.

Pizza delivery subpar? Tweet your dissatisfaction. The corporate account will respond, and you might even get a coupon.

And when something good happens, mention that, too.

When I had a high fever from an ear infection on Labor Day, I was relieved to discover the CVS Minute Clinic was open in my neighborhood, so after my visit, I tweeted a thank you.

Minute Clinic responded, asking how I was feeling — nice! — then sent me a direct message, requesting the address of the clinic I visited and my full name and email address.

I received a $20 gift certificate via email a couple of days later, and I would imagine my local Minute Clinic got some props, too.

Tweets matter!

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Call me

phoneDear Time Warner:

Call me.

Ms. King didn’t enjoy your phone calls, and who can blame her.  Your customer service representatives called her  — after she explained that they had the wrong number — an additional 74 times to harass her about a previous client’s unpaid bill.

Now a court says you owe her $229,500 under the Telephone Consumer Protection Act.

So, call me instead.  I’m an actual Time Warner Customer. I even pay my bills. And I’ll only charge you…$1,000 a call.

BARGAIN.

Perfect pair

AMC

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Sweetarts

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I love you both.

How many matinees have I enjoyed with popcorn in one hand, Sweetarts in the other, and a large diet soda in the seat’s cup holder?

But, alas, that’s only memory now.

For some reason, you two have parted ways, and my favorite movie candy is no longer available at the AMC concession counter.

I have expressed my disappointment at the theatre. I have requested Sweetarts’ return in online surveys. But today —

I’m takin’ it to the tweets.

Resolve your differences.  Bring sweet and salty together again. The weekend is here…

And the Egg wants to see a movie.

Bless your heart

A friend in the education biz recently developed a course on customer service for his company.

I provided some general communication tips, but realized today that I didn’t mention a personal perspective that I have gained from years on the phone with customer service representatives:

southern accentIf the customer service representative speaks with a Southern accent, I:

a) believe they want to help me;

b) have found that they do help me; and

c) am in a better mood when I hang up because they are friendly — regardless of how I felt when started the call.

Now, I tend to believe that the people on the call on true Southerners. You can’t fake that hospitality…

Or can you?

It’s something the companies who depend on customer service — and, really, what company these days doesn’t — need to consider.  We can teach people how to lose an accent…

Why not teach customer service folks to have one?