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Let's head out to Los Angeles we have Jeanne the -- customer service expert and founder of customer blessed joining us -- and I -- you for joining us.
-- -- nice to be here yes.
Monday customer services has changed a lot because of social media -- -- -- -- you bet FaceBook.
Did you leave -- didn't -- target story today a woman was shopping at target on line at target and there was a gray Maxi dress.
And there class size Maxi dress is called Matt Madden.
And manatee -- gray.
You know the -- -- T grave -- right amount help and they say yeah -- yes same color in the regular women's department.
It's gone dark Heather gray.
So she got he added I saw that she treated to into target and neighbors did.
Positively that's right today did -- -- Well they totally did the right thing what we're seeing is that the best companies who have their -- really precedent ground.
Are reviewing and looking at social media and taking action admitting they made a mistake -- target dead.
And solving a problem which they did and apologizing with humility and remorse that they which -- -- a plus target so those things you should always stamp.
That's right I call it is sending -- peace process you know you've got to be -- admit you made a mistake and really resolve this up the situation for the customer.
-- do any idea of how many.
Employees at certain companies -- are managing social media and customer response you know.
It's it really depends on the organization right example some of them really large the largest corporations out there southwest as a team for example that is on a regular basis.
That a lot of the airlines are for example if -- on a plane and you Wi-Fi and you're tweeting out something.
In we've seen some extraordinary situations where bell on the -- while your on your flight solve the problem.
-- smaller companies are trying to figure it out.
Sometimes what happens so it's it'll be these these younger just -- -- college kids who are looking at it as a technological kind of action but it's really about humanity and connecting.
And having the right kind of response so.
There might be a bunch of people in some organizations but it's about how you respond to those situations that are just as important.
When complaints go viral or when there's just too many different planes sometimes cousins are doing it to be dramatic.
When does the company know RA we're not -- -- address this through or we don't agree with this how how do you work in that environment.
Well there's just I've still -- two ways to really address viral social media issue what is on line we like to relay.
Really give props to those companies who are transparent and what I call fearless in responding to a -- number of customers who have the same issue.
Because what that does -- say look we are not afraid to have this conversation.
-- line with you really chatted to solve the problem.
But you will have those people who are out there doing the wild hair kind of social media -- and those are best to be addressed offline -- to the person find out what's going on because you can tell when they're kind of these wild hair rants because.
In social media the masses are so high heels that you'll tend to get a trend.
-- volumes of customers saying the same thing if you really do have an issue.
Out when we pick up people still pick up the phone and call companies and and one -- -- To speak to the customer service agent and we've been programmed to -- 000 hours a representative as clearly as he cannot hundred times but even that is sometimes doesn't work when he do that.
So how okay best.
From the customers point B and -- and then a company mind you as well.
Yeah yeah well 11 -- what we know -- they're you know there had been a lot of offshore.
Contact senators what we're seeing is the best companies are starting to bring that back on shore so that there's enough humans to really contact the customer.
What we see in a lot of organizations is there's many times not chat option so if you can't get somebody on the call -- -- -- chat box those responses are.
Unbelievably -- somebody gets on the line pretty fast they have a very specific.
Operational time where they have to respond.
And you'll get a good response would I almost also always say if if you don't get an answer on line try to call the president's office because.
Those people have human beings answering their calls and sometimes that's who -- excuse me that's something that's a way to get attention when you can't get an otherwise.
That is great call -- president office.
-- I write right I'm online chat with customer service before it's not need a company to make an exception and it's difficult to type that.
You need today you know have that did well senior voice.
You -- you're right and you know he has much -- as many exclamation points as you can put on -- sometimes it just doesn't feel so.
You're you're right I really liked it what we've found is.
In a world of technology people crave human connection even more now what's interesting is we think that we like -- in personal.
But the idea of having somebody pick up the phone is important hits and grant -- -- -- the numbers it's rare.
The best companies actually see the context center as an opportunity to build a -- and a rescue.
A customer -- risk they don't look at it as a cost center but rather -- revenue generation center.
And it requires a shift in -- thinking of the management team quite honestly.
In investing there or not.
Wiping away it as a cost cost cost trying to get rid of those who is really important human people that can -- that bond with you -- your your instinct is exactly right.
And there's a growing number of people who feel that way.
Yeah I've noticed it actually when you do calling to accompany.
I they try to engage with you a little bit more and sounds like a big huge guy and who's actually listening to what you say but here's what happens more often than not -- -- You have some sort of the relationship now it -- customers -- -- agent on the phone.
You like it and that they're listening to you they like you.
And then -- is keep asking would you take this survey I always say yes they feel bad low point.
And -- -- see this as well and then you know you feel bad if that's the company's point they want you feel -- -- -- all the extras but it hasn't handled well.
Yeah I can't I'm not all of them that our problem we're Dahlia -- think -- So how much problem you know one thing that work with clients a lot and they say you know you've got to earn the right to a customer feeling a certain way about you begging for a survey score.
Let's just wrapped in a very untenable position -- I have to do that.
And so don't bad for the score on the call I always suggest people take care of the customer.
Maybe later if you really want to get feedback do it then the -- worried that you created -- -- -- on the -- -- he learned to -- to the score don't.
Don't put a bad taste in the customers mouth by ending it on this note then would you give me -- -- -- -- What do -- that's what -- quick.
-- -- where companies can address consumer complaints wherever or however those complaints are -- what are some quick things that.
They can do to make us feel happy and still be a customer of that company.
Well you know there's a couple things first of all a lot of companies have and organize and trended all of their complaints it so that they they line up so cost companies can see the biggest issues so one of the biggest things is just herd the cats and everybody who's taking customer calls or intersecting with the customers do you see what the issue is -- does it starts with hiring quite honestly.
Hire people who are human first and technologists second you can train skill but you can hire aptitude or culture.
The second thing is get rid of the rules and regulations that -- -- people on the phones.
You know and get rid of the feeling that their policy cops.
We know in most cases the top ten reasons why your customers are calling in two point earlier earlier -- the reasons why they won an exception.
Brainstorm with your front nine what olive branches are the victims that extend and believe them.
And honor them and given the opportunity to do what they know is right in their heart and what -- -- told them to do quite honestly when somebody's got a problem.
Excellent points -- my solution is just -- -- like -- 2030%.
Or some sort of -- -- encourages.
The -- forget about the mistake to save me money.
-- -- -- -- Yet -- very welcome thanks so much all right that was wonderful have a great day.
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