Tag Archives: Misservice

6 Useful Customer Service Tips on Google Plus

It is my pleasure to welcome you, Premium Social Customer’s friends!

Google Plus is a social network that is gaining more and more followers and companies are rapidly including it in their SMM strategy. It has about 540 million active followers, compared to 1230 million Facebook followers, yet growing fast enough especially in the younger age groups and new technologies lovers. There’s less interactivity on its brand pages because its use is still unknown for many of its followers. Yet it is highly recommended for brands to be present on it for many reasons such as SEO positioning and an excellent virality. I’ve made a study of Google Plus presence for several American and European companies in different sectors and I’ve found that many of them need to enhance their Social Customer Service on it. I don’t mention their names for professional discretion.

These are the tips on customer service on Google Plus brands need to follow:

1.-Do not open a brand page on G+ and leave it abandoned:

With few exceptions, customers interaction is not replied by brands as quickly as it should. If a brand is really interested to be present on G+, then it has to manage that account in the same way that it does with its accounts on Facebook or Twitter. We know that there are also cases of mismanagement on these other social networks but these are even more usual on Google Plus.

2.-When dealing with different countries, assist your customers in their language:

Of course your communication with your customers has to be in their own language. Consequently you need multilingual Community Managers.

3.-Make your feedback using the same channel (Google Plus):

If a customer wishes to contact a brand via G+, the response should be through the same channel. I’ve found the case of an airline passenger who complained because they offered to help him on Facebook since they considered their G+ account as promotional only and he had no account on that social network.

4.-Promote your Google Plus account:

It shows that it is alive, that you expect people to interact on it. Publish posts, ask questions, announce events, organise hangouts, open a community. Make it known online and offline that your brand has a page on that social network and promote it also on other Social Media channels.

5.-Use the Circles:

This is an awesome G+ advantage. You can create various circles and segment your messages to each target audience.

6.-Of course, use your experience on other Social Networks:

You can follow the same recommendations about Social Customer Service that I explained on my post 8 Steps for Effective Customer Service on Facebook.

6 Useful Customer Service Tips on Google Plus

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You Get What You Pay For in Social Customer Service

You Get What You Pay For in Social Customer ServiceNice to see you again, Premium Social Customer’s friends!

At a time of deep economic crisis, most companies are forced to adopt cost cutting measures. These affect too frequently Customer Service, which many managers still see as a function that can be performed by untrained and not sufficiently motivated low-cost staff. So, in an effort to spend less financial resources, service is provided by people in a working environment that doesn’t promote productivity, effectiveness or efficiency. Employees don’t fell identified with the company they work for and consequently Customer Service level becomes affected. This certainly has a negative influence on the image projected by the brand and in the Social Media Era with its high virality, any malfunction becomes quickly evident for all its customers and followers.

All of the above also applies to Community Managers. The management of a brand cannot be left in the hands of people without motivation, training, customer-oriented attitude and communication skills needed to successfully overcome any crisis on Social Networks. We see with amazement that many jobs in this sector are aimed at extremely young people without any work or life experience, without the “savoir être” or the “savoir faire” required to successfully carry out such a delicate task. Sometimes, employers ask for technical knowledges but they do not mention the most important aspect: the art of communicating properly with their Social Network users. It is very usual to see big brands badly managed regarding response times and interaction manners with their users on Social Media pages and accounts. In this sense, Customer Service experts have a lot to offer to this relatively new profession. On this blog there are several posts already published that speak about the importance of an excellent Social Customer Service level. Only those managers who realise the great added value that this represents and devote the necessary human and physical capital resources to it will succeed in making their brands become leaders in Social Media engagement, because you get what you pay for in Social Customer Service.

What Happens in Case of Absence or Bad Management of Social Networks?

What Happens in Case of Absence or Bad Management of Social Networks?Thank you for being here, Premium Social Customer’s friends!

In the current Social Networks era, brands need to have a well managed presence on them and this is sometimes better understood by small shops or restaurants than by many larger companies. I will briefly relate on this post two negative experiences as a client that I have recently suffered. One of it has to do with no presence at all on Social Media and poor Customer Service while the other case is about a brand with a Facebook fanpage but who makes a bad management of its Social Networks.

I was called by phone by an employee of a public service oligopoly who didn’t tell me his name or which department of his company he was calling from, but he did mention the name of the company and warned me that I was going to be charged an amount that month 6 times higher than usual and that if I didn’t agree I needed to contact a call centre. I went immediately to check my meter and realised by using a simple “rule of 3” and the previous month bills that they were wrong and that my consumption was within normal, then I called the Complaints and Incidents Dept. phone he gave me and they were unaware of the trouble, so I dialed another number that was on one of their bills as Meter Reading Dept. where they didn’t know anything either but noted my figure. I thought everything was solved. My surprise was that a week later the bill copy arrived by mail with the wrong amount, already deducted from my bank account. I called again their Meter Reading Dept. where I was “bounced” to Complaints and Incidents, where they said that in 7 days I was going to have the overcharged amount refunded. Since I was already mistrusting them, I searched on the Internet to see if the brand managed a Facebook page or Twitter account and my surprise was that they didn’t have any. Then I managed to find thanks to Google Maps their closest to my home Customer Care desk, went there and the agent who assisted me, who didn’t let me expose him the whole case, reiterated that I had to wait a week to get my money back.

The expected day arrived and there was still no refund in my account so I insisted again with Complaints and Incidents and that time they gave me a reference number, asked for my mobile phone number and told me they were going to call me later. The day after and without being contacted I called back again and they said that only 24 hours of my notification have passed and that I was going to receive the refund within another 7 days time and that the only way of sending them a letter of complaint was by postal mail! I asked for a supervisor and the agent on the phone replied: “I can’t because I am in charge of this call and have to assist you from start to finish”. Then I went back to the Customer Care desk and their employee told me in a rather rude way: “You have no reason to complain, this is the normal time for both billing and refunds.” The day after I received a refund invoice with the correct amount without even an apology letter. Finally, I received my money back.

Leaving aside the wrong billing and their lack of reaction when I communicated them the right meter reading, I will focus on their Customer Service mistakes:

1.-Employees who didn’t mention their names unless the customer asked them to.
2.-A Customer not handled either by the same agent or by the same department from beginning to end.
3.-Both the Complaints and Incidents and the Meter Reading Dept. said they didn’t have in their database the wrong misreading they had made of my meter.
4.-The Customer Care desk employee didn’t let me explain him my case and he behaved at all times with a “defensive” and lack of empathy attitude.
5.-The first time I contacted The Complaints and Incidents Dept. they didn’t give me a reference number of my complaint.
6.-I was never contacted on my mobile phone despite they promised it.
7.-In the second decade of the 21st. century they only accept written complaints by postal mail.
8.-They didn’t let me speak to a supervisor.
9.-No presence on Social Networks where they could have a feedback with their customers as a way to know why and how their service fails and improve performance at all levels.
10.-I never received an apology letter from the company.

The other case is about a chain of meat products stores. I started to follow their page on Facebook and wrote a post praising the quality of their products but complaining that some packs of beef burgers that I used to buy, now contained beef and pork, wondering why they did not continue selling the earlier version with less fat. I was replied that what happened is that the product always had the same composition indicated in the ingredients but now by law they had to state it clearer in capital letters and then their Community Manager wrote: “What happens is that you failed to read the whole label”. No comments! They also commited another social customer service mistake: It took them 23 days to give me that bad-mannered reply! Of course I immediately stopped following their page and buying their products.