week 3 part 1

I had my share of difficulties communicating with a business.  Some of my issues were service related, most involving excessive hold time on the phone and their unwillingness to solve current issues on the spot.   My incidents involved being transferred to multiple departments without any answers to my issues.  Others involved products that were in poor condition or did not work as promised and the company were unwilling to fix it or replace it.  In all the situations, customer service had poor communications and just prolonged the problems.

Social media can tremendously help getting a business to pay attention to their customers, based on their online comments as long as their experience is true.  The social media platforms that cater to business reviews are great for consumers; it can provide them a real time window on their experience while the experience is still new.   This also provides greater impact on business to pay attention to what their customers are experiencing and avoid open issues that need to be resolving to linger.

I had a few good experiences communicating with businesses through social media.  Most of my experience involved returned items and broken products, so my interactions were quick and easily handled without much delay.

For any positive feedback I would respond by thanking them for their time and effort with their comments and ask them if there are things we can improve.  For any negative comments, my respond will be immediate and offer the customer several options to correct the discrepancies.

My positive experience has been the company’s quick response in resolving my issue, from return products information to shipping and billing.  It helped build my confidence with this company moving forward, knowing that all future discrepancies will be resolved in a timely matter or a full refund.