Social media has certainly made it easier for disgruntled customers to publicly share their grouses and grab the company’s attention but, in general, customer service has hardly kept up with the technology. For example, complaints about bad service are frequent on social media, but unless it has to do with phone or internet services shutting down, not many stick around long enough to get results.
Here are three ways you might be contributing to the customer service problem.
You complain to friends instead of taking action
We like to share every experience with our friends even though lately these friends are people we’ve never actually met in real life. Still, we complain and share experiences about poor service and then we move on to the next viral topic. Instead of complaining on social media, send an email to the company detailing your grouse or take the old fashioned route – find a directory and contact the company directly. You will get quicker and better results when you speak with a real live person, and get a name to hold them accountable.
You accept the status quo
It is not uncommon to hear a disgruntled customer venting their frustrations only to end by saying there is nothing they can do about the problem. This is a misconception that prevents many people from getting the redress they are owed. If we took that approach to everything that went wrong, nothing would ever improve. Some businesses are not even aware that their systems have broken down, so speaking up gives them an opportunity to make improvements to the customer experience.
You refuse to name and shame them
It’s a cultural thing. Whether it’s fear of being threatened with a lawsuit or a misguided attempt to protect a company that has not delivered what they promised, in Jamaica there is a tendency to resist the name and shame. Though it should not be the first option, companies that continually take customers for granted and whose customer service failures take on an unacceptable level of epicness should be publicly named to warn others about their practices. Of course, this should be balanced with public praise when the company meets or exceeds expectations.