Customer Service Wars

It started gently. Today, most brands on Social media now have some sort of response team to your questions and queries if you post on their Facebook and twitter pages. Social Care is the best thing since sliced bread, because it allows those of us who don’t like to make calls, the convenience of posting in your own time, or between tasks. Sure, sometimes they have to call you back to sort out your issue but that seems to work better than me calling and being put on hold for 30 mins.

Brands trying to speak to me on my level, while trying to cheer me up and educate me on my timeline are great…really great! How else would I know what discounts there are or how services have improved? However, the problem with this is that the more I engage with the brand on Social, the more I feel like they are just like any of my other ‘friends’ and followers who I keep to a minimum (if I haven’t communicated with you in 2 years you get ‘unfriended…don’t judge me).

So imagine how heartbroken i was when i had an issue, and received such a response (see image). It felt like bae responding with “New line, who dis?”

If you are going to speak to me like a person, I feel you should pretend to be a person too, engage with me like your potential lover. While some are winning at their Social Care, how can the others new in the game learn from those who have done it a while? Pay attention. Listen first. Then respond.

What has been your experience? Do you care how you are spoken to?

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