Like · Comment · 5 minutes ago

Dishwasher Representative: Mr. Iyer—is that the model XXX that you bought three years ago? Sorry to hear that you’re having a problem! Sounds like the bearings might be going out, but we can fix that. Click here to schedule a time when it would be convenient for our service representative to come out and replace them.

Like · Comment · 2 minutes ago

Would you be impressed by such a response? I’d be impressed not just by the proactive response (even if it took more than three minutes), but also because the customer service representative made the effort to discover what the problem might be and made it easy to schedule a service visit that fits my schedule.

I think anyone following my post might be just as impressed. Instead of my grousing causing my friends to have a negative impression of Dishwasher Representative’s company and products, I believe the response will leave an indelibly positive impression in their minds.

So, back to the question in the title of the blog: Are your customer service reps spending a lot of their time on Facebook? You’d better hope so.  That’s what consumers like me expect today!

Image via CrunchBase

By Vinay Iyer, Vice President, Global Solution Marketing, SAP

As Vice President of Global Marketing at SAP I am responsible for 360° Customer Experience thought leadership, social media marketing, go-to-market strategy and execution and customer engagement.  Follow me on Twitter @VinayIyer.

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I recently vented on Facebook about having to wait (and wait) for a certain company’s customer service team to get their act together to fix my broken dishwasher. After I endured several excruciatingly long waits in the telephone queue, the repair technician finally arrived one bright, sunny morning. Unfortunately, not all the right replacement parts had arrived before him. Nor did he have the missing parts in his van. So the long anticipated repair did not occur and....

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