Sometimes it's not who you complain to, but how that has the most impact.
When it comes to customer service, we've all probably had our fair share of nightmare experiences. Waiting on hold for what seems like a lifetime or sitting at home fuming when a repairman doesn't show up for hours. So it probably doesn't shock you to hear there's a downward trend in customer service. That's according to some consultant survey results outlined in this report.
An Accenture survey finds, last year, 64 percent of customers said they stopped doing business with a company due to poor customer service. Clearly, there's a disconnect.
There are some ways to make your voice heard. You can use websites like Gethuman.com, which helps get you through automated company phone systems. They suggest you call and talk to a person about your complaints. For example, if you need to speak with someone from United Airlines, they say you should follow these steps when calling: "At prompt, say 'Reservations'; then say 'Yes'; then press 0; then say 'Yes'; then say 'Yes' or 'Domestic'."
Many companies now monitor Twitter and Facebook for customer feedback. We do that at CNYCentral. "We find that Twitter and Facebook are an invaluable resource for interacting with our viewers," said Jeremy Ryan, Managing Editor of CNYCentral.com. "Not only can they read our stories, but they can tell us what news they wanted to see covered, and even help us cover it."
Follow us on Twitter and Facebook and we'll do our best to get answers to your questions.
"(Companies) definitely are turning to social media. No question about it," Professor Anthony Rotolo of S.U.'s School of Information told CNY Central by phone.
He points to Wegmans as a company that's doing it right when it comes to customer service and social media. "They've approached it much more strategically. Wegmans initially took on Twitter and they really just started the long difficult process of building a following by reaching out to people who were talking about Wegmans. They would find people saying, I can't find this (product)...and they would write them back saying we can get that for you."
Rotolo says companies must be open with their customers to be successful communicators. "You have a culture that allows you to speak freely with your customers and not try to hide anything. You can't brush concerns under the rug."
Rotolo says Wegman's also blogs about things like their trip to France in search of cheeses to bring back. They've even launched an I-phone app and have jumped on the Facebook bandwagon.
He also thinks Showoffs Boutique in Armory Square, Harden Furniture, Faegan's and Armory Massage are all local companies who are using social media to their advantage.
"You hear a lot from small businesses that we don't have the time. I always challenge people to look at what you're doing to see what you can eliminate to focus more on this," Rotolo said.
Apart from social media, some companies are even trying to reward customers who spend the most. Companies like Gap and Nordstrom offer dedicated service lines for loyal customers who spend a set amount.
For about $200 a month, Time Warner Cable customers have the option of utilizing the Signature Home program. It includes 24-hour personalized customer service. It feature the company's most robust digital package, fastest internet service (up to 50 megabytes) and a digital home phone product. It also includes Whole House DVR, Remote DVR Manager, wireless home networking and Voice Zone.
In an era where customer reviews travel at rapid speed over social media and competition for business is fierce, companies are doing what they can to connect with people, increase loyalty and keep those customers coming back.
What are some of the best/worst customer service experiences you've had. Were the resolved? How? Does your interaction (or lack thereof) with companies on social media change your perception of them and make you more likely to be a loyal customer? Would you be willing to pay more for personalized service? Leave your thoughts below.
