I was sent this by a fellow classmate and just had to comment on it. Not sure what he was trying to tell me but there is so much truth in this and humor as well. Had to reprint it here as well.
Source: www.onesocialmedia.com
Lufthansa and Facebook – good combination?
Well, this was a test; and how quickly it came to a close as well. Perhaps, not a final closure but let us take this as an interim status report. I had an experience on a flight from Oslo this week and wanted to let Lufthansa know about it. So, I posted it on Facebook as many others do and hoped for a reply. It came within 20 minutes and was not the one I was expecting. Continue Reading…
Social Media Strategy Course
This will be a different type of post here about me, myself and what I am up to at the moment.
I have begun a Social Media Strategy course which will continue till the summer holidays. Introductions and first lessons were held yesterday and there is homework as well to complete. Now that has been a while since I had homework. First thing I noted after the 2 hour session was over, I did not take enough notes. I missed some of the items which need to be completed before the next class. Shame on me as I was multi-tasking along the way and that cost me some efficiency. So, I will have to get my focus on next week when class is next held. Continue Reading…
Just fix my problem
Ran across this post from Tim Stevens and his rant about service being provided by service centers.
http://www.leadingsmart.com/2011/05/i-dont-want-to-press-1-for-english.html
He has a few points which are typical of the problems which still effect our service centers everywhere (his examples are from the US but I see the same around the globe). Now whether it is good business in the US to prompt the caller for their preferred language or not isn’t my interest. I have customers where more than 8 languges may be serviced and customers are typically accustomed to this process.
There are two people involved here, the caller and the agent handling the incident. Each of them need to have been provided the proper information to do their part. The caller deserves to be informed of their call state, how long they may have to wait, asked to provide certain information while waiting assuming this will speed up the handling of the issue. The agent receiving the call must have all this information at their fingertip as well plus; has this caller called or contacted the center recently for a similar or same issue, how long have they been waiting and perhaps what else might they be looking for which was not found.
The cost of inactivity will rise.
Now in 2011 this is really not rocket science. Back in 2000 when the method of the day was CTI (basically poor grade glue) clients were excited every time a call transfer actually sent all the collected information along. Today more integrated systems and the advent of SIP have removed the need to apply this “glue” but it is not being applied often. Clients who will pay dearly to have their cars repaired will not pay to fix their broken customer service systems. The “cost of inactivity” is a phrase I picked up from a wise person not long ago. Calculating that cost now in the world of social word of mouth communications is going to rise.
Photo credit: Danilo Rizzuti
