You’re not alone if you do. Customer service has gotten a bad name in recent years, but customers are trying to fight back. According to a CNN article, entitled “Customer service ‘vigilantes’ target executives,” customers who receive poor customer service from a company are turning to social media to vent their frustrations and get service.
The CNN article includes several funny and interesting stories of people’s attempts to get the attention of companies’ management in order to solve a problem. One person tweeted an executive on Twitter, while another person made a YouTube video and sent it to a company to get a response. Some people taped conversations with customer-service representatives and posted them online. This could be good or bad, depending on your level of customer service.
Do you want to do business with a company that seems to ignore your service requests or that takes too long to respond to your messages? Customers want to be respected. Companies depend on happy customers to stay in business. Word of mouth is more powerful than almost any other form of persuasive communication, so it’s essential to cultivate positive feelings in customers so they will react positively to your brand when speaking with family members and friends.
This topic harkens back to my discussion of earning online shoppers trust. We must be vigilant if we want our customers to use our services or buy our products.
I think it’s strange that any company could forget to take care of its customers, since they ought to be their central focus. Perhaps stress, limited resources and other factors can lead to poor customer service, but companies that make an effort to please their customers and work out problems kindly often live longer than companies that don’t.
The extra effort is worth it.
So do you hate customer service? Hopefully, if you’re in the ecommerce industry, you love it. Even more than that, your customers should love your customer service.
eHarbor, Inc. prides itself on strong customer service. If you call us or any of our affiliates, you’ll be pleasantly surprised by our high level of care and attention.
The photo of the whining sign is from Flickr, and it is the copyright of yummiec00kies.
