Life… [link to post]

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Customer service seems to be blog topic de jour at the moment- @TDefren – [link to post] and @davefleet http://twurl.nl/0nb8ks

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“kthxbye”! haha loved this post @TDefren – Life Imitates Blog [link to post]

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Personal example: way back before these channels were available, I had a problem with my cell phone billing. The service provider had cashed my check but didn’t credit the account–they insisted I was delinquent, and threatened numerous times to cut off my service. Luckily, I was working in the state legislature at the time, and was friends with one of the company’s lobbyists. She was able to fix my problem with one call–but it always left me thinking, what does someone without that access do?

Companies big and small need to understand that their reputations are only as good as their worst customer service rep. That is the front line, and no amount of dedicated customer service on Twitter is going to cover that up. Additionally, this, as someone else points out above, creates a perverse incentive for people to flock to Twitter to complain. This too, is unsustainable as it will be difficult to scale (I’ve been beating this drum since last Aug.)–I have no idea what the pay rates are at Comcast, but my guess is there is a spread between Frank’s salary and an entry-level, outsourced CSR phone rep. Companies cannot *afford* to have Twitter (or blogs, or insert whatever social media tool) become the de facto method of customer service.

Fix the service at the entry level, where it is best, and cheapest, for the problems to be addressed.

Great post Todd!

Better Customer Service Goes to Twitterers? [link to post]. Next time there’s a problem don’t call … tweet.

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Life Imitates Blog – PR Squared – [link to post]

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Cust service faux pas. Bad when the customer writes for a popular PR blog. [link to post]

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Life Imitates Blog [link to post]

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It’s all well and good that Netgear and Comcast have redefined customer service via Twitter but the same shotty service exists on the 800 service.

It’s unfortunate that those without massive social networks aren’t given ‘executive class’ treatment. Stratification is occurring just as frequently as it is offline.

Great blog post from @TDefren “Life Imitates Blog” – Social media and customer service converge…new expectations? [link to post]

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