Week 3: Communication Business & Consumer
Dealing with a business is not a fun or an easy task. I have had numerous bad experiences dealing with customer service. So I will just talk about my most recent bad experience. I was dealing with AT&T. I wanted to add a security system to my recent order. A few days earlier I had ordered Direct TV, while doing that the customer service clerk ask if I would like to add security service because they had a promotional offer. I told them I had to consult with my wife and I would call back. I called back to try and get the service and I was sent to 3 different places. After the 3rd person gave me a number that was wrong I gave up. I never got what I wanted or connected to the right place.
In this situation I do know how social media would help and the fact I do not use social media. I guess I could post a bad review on yelp to see if anyone else have had the same issue, or give recognition to the problem at hand.
I personally have not had any positive experience communicating with a business through social media. I do not use social media at all other than watching a YouTube video. I have heard from other people that using social media to deal with businesses is a little better than calling. I heard that the response is instantaneous and the results are great.
Dealing with social media if I had my own business would be grate on both aspects of bad and good. I feel getting bad results would only help your business grow and make it better. If something is wrong with your business you would not know unless someone told you about it. The downside to a negative or bad review is getting a lot of the same complaints. Without fixing or addressing the issue I fill would only hurt your business. I would respond to each bad review and personally invite the person back or give some kind of discount (depending on the business) to help accommodate their bad experience. I would also like the person to give me another review of their second experience to see if the problem was fixed.
I am sorry that you had that experience with AT&T. I have had similar problems with cable and internet companies in the past. I think that you could have at least used social media to let AT&T know what problems that they have maybe they could have resolved it maybe not but at least they would know what problems they have with their customer service. Great post!
ReplyDeleteI can relate to those annoying phone calls when trying to fix a problem with a company. It makes you want to give up quickly especially if it's not a live person. It is very impressive to hear that you have zero social media platforms! I also like the idea of the "second review " in your last paragraph. Its always great to make sure if the consumer is happy. After all, the costumer is always right!
ReplyDeleteI have had similar situation with time warner cable and them switching to spectrum and offering cheaper deals to their NEW customers and not accommodating their loyal long term customers. Even after I threatened to leave them, there was no resolution so i guess they don't mind losing customers. Not only that, they kind of bad mouthed the competition and pointed out their negatives which was a turn off to me..
ReplyDeleteI do like your idea of following up on your 2nd review after a problem is resolved after a complaint. I get that from some companies that I've ordered online from.
Great post Terrell! Some business haven't realized the damage they are doing to their companies by ignoring or not communicating with their customers.
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