Have you ever experienced difficulty communicating with a
business?
I’ve had difficulty communicating with a business over the
phone and I’m sure everyone has had this problem as well. Trying to talk to a
customer service agent is not something I enjoy doing, often they let you
waiting for almost an hour to answer a two minute question and sometime either
they don’t hear you or you can’t understand them.
Would social media
have made it easier to get noticed or get your problem solved?
Social media has made it a little easier
because now they have people working online and they will answer to your
questions via chat. There is also this new thing that when you are not satisfy
with a product or service you can hashtag it with something bad and some
companies track those bad reviews and do something to fix the problem.
Have you ever had a positive experience communicating with a
business through social media?
I wish more companies would use social media as
a way to provide a better customer service but some companies that offer
services online don’t use this resources. Sometimes I believe for the benefit
of the company because a customer service agent over the phone doesn’t answer
all your questions but via chat it’s different because they can’t use the
excuse that they didn’t hear you like they do over the phone. I haven’t really
has any negative experiences communicating with a business through social media
because they usually reply to emails really quick and answer any questions and
concerns that the customer has. I’ve also
found some businesses thanks to the help of social media. Social media makes it
easy to find a product or service.
What I also like about the use of social media for this purpose is that you can leave your complaint/request/inquiry at a time that is convenient for you, and they can reply at a time that is convenient for them, and you can read the reply at a time that is convenient for you. As a teacher, I rely on social/educational media for most of my communications. I just don't have time to call 150 parents in two hours, and since my prep time is 8:30 to 10:30 am, most parents are at work and can't speak with me then anyway. I use e-mail, Edmodo and websites for communication with parents, and it works - especially for those whose first language is not English and who want to translate my information and messages into their native tongue.
ReplyDeleteI agree with you that had difficulty communicating with a business by the phone. It is more hard to understand each other than face to face communicating. And sometimes we have to waste so much time for waiting to speak with person. I had experience that waited one hour to book my air ticket by the phone. It was so terrible experience.
ReplyDeleteGood point. If it is a simple inquiry or complaint, using the phone will probably take more time and effort than is necessary. Especially now, when call centers are often out-sourced; absolutely nothing against workers from other countries, but it's difficult to communicate with someone reading from a dictionary!
ReplyDeleteI was completely oblivious to the hashtag way of getting to communicate with a business. Of course it is completely relevant considering the impact hashtagging has on social media. From now on I will keep that in mind when a business ignores my communication efforts.
ReplyDeleteI didn't know that about hashtags either. Good to know!
ReplyDelete