Tag Archive twitter

Is Customer Service Dead?

We go through phases in a products/services lifespan where different needs should be addressed. So we have that wonderful honeymoon phase where if all if perfect and 100%, they can do nothing wrong, you tell everyone about it/them, you can’t praise them enough. Then further down the line – and if its a product, usually a month after warranty has run out, something goes wrong, something doesn’t work or you are not happy with the information or lack of relevant to a service.  This is when good customer service should kick in.

These days, with more and more understanding how to better utilise social media and this whole internet, more business’s need to ensure they have effective and immediate response to anything that is posted online.

So, you ask, what is the point of this post?

Simple, I am presently sitting in the third phase of customer service, ie been with them a long long time, had some ups and downs, that were sorted out, but am now at the whole disillusionment phase.

So, should I worry about naming names? No, because what I state is totally true and as I sit here on a sunny Sunday afternoon, I wait to find out what is being done.

Ok so to set the scene:

I have lived at present house for some 7 years now – its at the bottom of a slope on the edge of the Pennines, and I can see the old Winter Hill tv masts and lots of others from my bedroom window.  So when I moved here, I was immediately told about the ‘dip’ ie some 4 houses that get irregular signals for both tv and mobile network, but being mid contract at the time with Vodafone, decided to play wait and see, and for my TV, we had Sky installed as it worked whereas aerials needed to be rather too high off the top of the house to work all the time.  Shucks, I had to have Sky sports – such hardship!

So, as there were at that time some 5 of us on Vodafone, we soon got used to sitting at the top of the stairs or in your bedrooms to use them – no major hardship, at least we got to stay in the house.  Why mention the last bit? Wait and read on!

So renewal came round and I did, as after all I had been with them since 2000 – at it was by now 2010 – so 10 years, stuck with Vodafone as they were good elsewhere and had excellent customer service in that you could speak to people immediately, if you had issues, they rang you back or if I needed to speak on social media – gave me further contact details.  All in all, I was happy.

Every so often would ring up and ask if they were thinking of adding an aerial nearby and was given some helpful tips re airplane mode, and altering the network I was using etc and these worked over the years.

So we now reach the crux of the story – the last two weeks.

Wow, what to say about them, sheer hell and torture would be about the level I would aim for.

I kept receiving phone calls and making them from home, and with no particular pattern, some time in to the call, it would go dead.  The person on the other end could hear me, but I could hear nothing, so I thought it was the phone itself and took it to the local shop who sent it away to be repaired.  They kindly issued me with a replacement loan phone and I thought fantastic – they are good!

So I get home, head upstairs – as my office is there to enable me to make calls without needing to run up and down the stairs, I get a call, and bingo yes you guessed it – its happening again.  Good thing the window was shut.

So son no 2 comes home and rings his sister – it happens to him 3 times!! He has one of those wonderful apple phones.  So by now then thats 3x phones with the same fault – so I contact Vodafone via my landline, and go through it all – to be told a case would be opened.  As I forgot to ask what would happen next, I ring back two days later to be told no case was open but that they would.

So I sit and wait, and go and pick up the poor samsung I had sent back – for no reason – to find out they had forgotten to give me back my battery – so not only can’t I make phone calls from home, I now can’t make phone calls anywhere as I have to wait for my battery to be delivered.

I even give the old twitter @vodafoneUKhelp account a mention that I am more than a tad frustrated to just get the same old same old – head to some forum and post up the details.

Sorry @vodafoneUKhelp I don’t want to join up a forum to post up the details to then sit and wait, I want to speak to someone who can tell me what is going on.  I am of the age that I want to be able to ask questions and get answers there and then, I want immediate response as I am now very very unhappy customer.

So yesterday afternoon, I rang up, again on my landline – note this is costing me money Vodafone! – and went through to cancellations – I mean yes a mobile phone means you can take it anywhere, but if I want to use it at home, I can’t, I have to jump in my car and park up the road – so the word mobile, really is mobile.

Anyhow, I digress, I spoke to the most helpful individual for some time.  He couldn’t help me enough.  He kept going away and asking questions and then ringing me back, and eventually has escalated it as high as possible, however, I still have no time scale as to when it will be sorted.

So kudos to him for taking on ownership of the issue and trying to get it sorted, but Vodafone, let me explain how another mobile company handled it.

Work mobile is with O2 – they were contacted and explained re dip and bad signal – they immediately sent out a booster box free of charge, plugged it in and it worked each and every time.

See the difference? Vodafone gets pages of space and venom, O2 gets two lines and my utmost respect and gratitude for being straight to the point.

So Vodafone, after 16 years with you, when I have had 6 phones on the go at one time, one business phone, one dongle and spent too much money, whats your next step?

Do I get to post a footnote expressing my delight the matter is sorted or do I have to carry on not being able to use them whilst living at this address? Balls in your court.

 

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Twitter is on the Decline!

We are told twitter is on the decline – is it?

Engagement with all social media is being slowly eroded.

On twitter for example, I am guilty recently of joining in and forgetting one of the concepts of the thing – ie its supposed to be social.

I have gotten lazy and when I read an article whilst travelling on a train or sitting around killing time, I don’t use my evernote anymore – it seriously needs a good clean up and tidy out, instead I simply tweet it, knowing its in my list of tweets so when at my pc or laptop I can then go through and read it thoroughly.

This of course is not what twitter is about.

I see others as well on there, trying to make themselves an ‘expert’ in a field, so simply send out half a dozen articles to send traffic to their website, forget the whole, landing page thing, ie why send people to your site if there is not an end goal? Sorry, I digress, so as a result of laziness on my part and also not practicing what I preach, I am noticing that there are no ‘conversations’ anymore.

Is this then indicative of all social media? Have we, having found it useful, now forgotten what its all about?

Have you even thought about taking a step back and if using it as part of your marketing mix – do you even have a strategy for it?

So a few things to think about then:

  • Why are you on twitter?
  • What do you hope to gain from it? Traffic? Conversions? Customer Service?
  • Have you got something of interest to others to offer?
  • Is your potential clientele on twitter?
  • How much time do you waste on it?
  • Do you simply tweet and not engage?

Just remember, if you are using it for marketing, its all about having the right product, in the right place, at the price price and right time.  So knowing this, have you answered those questions re twitter for a marketing tool?

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Twitter Changes Over the Years

When I was but a young whippasnapper someone told me about this site called twitter where you could read short comments that didn’t make a whole lot of sense, but being a sheep back then, I signed up and set up a profile.

Then I promptly forgot about it!!

The phrase ‘social media’ was not even invented back then ….. do I sound like your grandma yet?twitter changes

Most of the things I love about twitter though is what I have found out for myself.  Got to love the improvements recently.

Twitter analytics  being one of my favourite.

Did you know that you could see how your tweets were doing? Who had clicked on them? Top followers, top tweets, and so on.

But, have you used twitter cards yet? If you have access to your website, you embed some code and then you can then include information, be it a sign up form, be it contact details, be it new products – so they appear in your tweet and your lovely followers can go direct from there, after seeing it to purchase/contact/sign up.  Pictures have a proven click through better than mere words alone.

Then we come to twitter ads … thought about them?

Oh and lets not forget that you can now add video to your tweets – will admit when they started this with facebook, and it was an automatic start when you scrolled passed them – it got my goat – but like all things new, you get used to it.  So anyone out there added video content yet?Any good click throughs?

Now if this was going to be an article all about how to use twitter, I could then go on about the various dashboards you could use, or the various other tools they have come up with but this whole post is just about twitter itself and the developments that are progressing.

I suppose I should mention the latest one – ie turn 149 character in to thousands – now this one could be a step too far for me at the moment – being old you see, means I have to take time to get used to technology!!

 

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