Well, I am not one to often toot my own horn and I have slept on this post for a few weeks now, but some others are pressuring me to finally let it out. Yes, I was voted one of the most influential on the web in the area of customer service. The whole article explaining what influential is and how the rankings were built can be found at this link Mindtouch Blog 2011 Influential in Customer Service Now, what really has impressed me, to be honest, is that my business plan has come to fruition, I made it. Of that I am really proud. Continue Reading…
Archive - Service Please
RSS Feed
Voted “Most Influential” in Customer Service
Do you need a song to get attention?
I just read Doug Shaw’s latest entry on his blog about another experience of poor service and the song he was motivated to write. Now it won’t win any awards anytime soon I hope but it will get some attention. It did mine.
Is this the new way of getting companies to pay attention? Do we all need to be a songwriter or know one so that when bad service is experienced we are prepared? There are many examples of this on the web, Dave Carrol’s United Breaks Guitars got a lot of press at the time and has almost 10Mil YouTube hits to date.
>Is posting a song on YouTube the new comment box?
Does this effect companies is one part of this but why can’t they just get it right? Do they really just not care and figure the customer will come back anyway?
Customer Service in a Social Media World
This is really just so new to so many. Great time to be in this space. Some of the questions I am working through now:
- What is an acceptable response to a comment in a social media channel?
- When does it begin to get just a bit too creepy?
I had run across a blog post today which described an experience the writer has recently had. How he has posted a comments about a company and their contacting him via email with a very nice, even apologetic mail. It freaked him out a bit as he had never knowingly had email contact with this company but yet, they chose that method of contacting him. Details are in the link included to the original post but the question remains:
How far should companies go in providing good customer service in a Social Media world?
There are many stories of deals made, upset customers made happy and unjust wrongs made right after someone posts their situation on Twitter, FB or a private blog site. But when the person has chosen a certain channel to communicate their perhaps frustration about a product or service rendered should that company be allowed to change the channel and respond via another?
If I send a letter to the local paper commenting about the state of the roads in my town, should I be surprised or even upset that I might get a phone call in return? Is this any different when I post a comment about an airline on Twitter and they contact me via email or phone instead of carrying on the public conversation? Companies need to moderate the conversation, tone down the rhetoric at times and taking it “offline” is one way of doing this. Particularly when they are admitting they are wrong.
Link to: invasive-social-media-or-great-customer-service?
Your thoughts?
Resistance to Collaboration
Why do some people resist collaboration?
In my 25 years of working with professionals from around the globe I have had my share of good and some less than positive experiences when it comes to sharing. Today we call this and the art of working together collaboration. Some of the groups I have been engaged with spread the globe and include many different cultures and languages but along the way technology has enabled us to “get closer” and gather our ideas and watch them grow.
Over and over I have observed or felt that there are people who resist in one way or another. Who hold back what they are capable of doing and this has kept me thinking, why resist collaboration? This is a point I have been gnawing on for quite a while and feel slowly, that I am coming to a few conclusions.
There are plenty of people who are afraid of the technology
This is in many branches a shrinking group. technology is becoming all the more accessible and easier to handle. be it a chat tool, email or a smart phone application. this is in my world no longer an excuse.
Some do not want to share
These are those folks who abide by the old school. hold on to your knowledge, it will protect you. gosh how many people thought that as their jobs went off shore or were transferred to robots. what you know today is little use the day after tomorrow. get over it.
Others want to hide
So many people are in roles they are really happy with but know they hardly belong there. got there through whatever means and want to keep the calm. when asked to share they feel threatened, attacked and bunker down.
Some have a private agenda
This seems to be a curious group and the hardest to identify. they need to belong as they are there for the ride. there is a path they are following which may not be obvious but it is planned. they need the help of the group to advance but are focused on their objective and nothing else.
So, knowing this helps us how? It let’s us better understand peoples motivations and their fears. This is important for moving past blockages in team work. Our world will become more and more “virtual”; teams will be formed of members from across regions and continents. This can provide the best possible situation for maximum results – if the collaboration works.
Translator
