#Your #customer #service #may #suck

#Your #customer #service #may #suck

Be Sociable, Share! TweetCxOs, Vice-Presidents and other senior management – those who have the opportunity to make the biggest impact on customer experience – are mostly tasked with managing the big picture.  Unfortunately this leads to having little idea of daily customer interactions on an individual level.  Because of social media, it’s imperative that execs start getting back into the nitty-gritty.  After a poor experience a few weeks ago with a large multi-national company this really hit home. I needed a product repaired and had purchased an onsite warranty.  I opened a web ticket and for three days I added comments – until I realized that nobody was reading the updates.  I called the company and was told that if I checked page 18 of my warranty document I would see that sometimes, depending on the kind of repair, I would need to send the product back to them.  I asked to be escalated to a supervisor and was told that, in this type of instance, I couldn’t speak with a manager. Wow. Tweet. “I used to buy <company> products because of great customer service.  Too bad that went away. #company #sucks #ass”. I’m sure you know that both of these issues – nobody reading the online system and no way to escalate a problem – are indicative of policies gone wrong.  I’m not here to talk about why.  Most likely they are unintentional and somewhere along the chain the need for these things to happen got “lost in summation”.  I emailed the Vice President and North American General Manager to let him know about the issues and commented...
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