A
real-life example of using Social Media to Help Customers
by
Myra Golden
Last week my Internet started dropping
and it resulted in me having to stop a webcast for a client.Because my telephone is VOIP, whenever my Internet is
down, so is my telephone line. The constant dropping of the
Internet was a big inconvenience for one of my clients, who had paid
for and arranged to attend the webcast and it was aggravating
to me, to say the least.
The Internet problems persisted for
four consecutive days. And on each of those four days I called
my cable company, Cox Communications in Tulsa, for help. Now,
the thing about my Internet problem is, it was sporadic. The
Internet would go down and come back up, usually pretty
quickly. By the time I reached a live person at Cox, I’d be
back online. One Tech I spoke with told me there was nothing
they could do for me because at the time of my call, nothing
was wrong.
Frustrated, I logged on to Twitter and
posted this gripe:
“Cox
Communications in Tulsa just basically told me there's nothing
they can do about my modem constantly dropping Internet!!!!”7:23
PM Apr 7th from web.
First
thing the next morning, I received the following Tweet from
Cox Communications:
“If
you need help getting your Internet problems resolved I'm here
to help.”
Even though I actually teach companies
how to get involved in online conversations with consumers and
use social media for customer service, I was blown away with
the immediate response from Cox. I was wearing my
“consumer” hat and this was totally unexpected.
I couldn’t believe Cox had a Twitter
account and that they monitored Twitter conversations. Not
only was Cox listening, but they actually solved my problem! I
learned from the Cox Twitter guy that my modem was
transmitting high signals and that it was working too hard.
The problem was quickly resolved with a service call, which
the Twitter guy setup for me.
Now, how did the Cox Communications
find my gripe so quickly? Probably, the Cox Twitter guy
went to TwitterSearch.Com
and typed in Cox Communications. Twitter Search offers
real-time search of tweets, that’s Twitter entries. Once he
typed in “Cox Communications” he was able to immediately
see my tweet and he we was able to reply with an offer to
help. And he saved the day for me. Not only that, but his
intervention resulted in a ton of positive word-of-mouse
advertising for the company. After I received his initial
tweet, I posted another tweet that praised the company. Not
only that, but I shared the story with all of my
FaceBook friends and now I’m sharing it with you.
Are you monitoring online
conversations about your brand? If not, why aren’t you?
My blockbuster webinar, “Social Media Is the New Customer
Service” will put your company on the fast-track to
protecting your brand credibility by listening to online
conversations. The live event has passed, but you can download
the digital recording right now and watch it with everyone on
your customer service and marketing teams. Here are the
details:
Here's another example of the power of Twitter for customer
service.
Myra Golden is
a highly sought-after consumer affairs advisor. A passionate
consumer advocate, she is committed to helping brands
listen to consumers through all contact channels-and
then delivering responsive, friendly service. She has been
commissioned by Fortune 100 companies in a variety of
industries to reshape the
service culture and to design a social media customer
service strategy.
Myra has been an instrumental part of the hands-on development and
planning of customer service strategy for such companies as:
National Car Rental, Acuvue, Coca-Cola, Kraft Foods, Verizon
Business, and Michelin Tires.
To
bring one of Myra's dynamic, transformational workshops to
your company, call Michael at 866-873-8419 today.
Myra Golden gained national
attention when she helped a client slash their corporate
account defection rate by 50% by drastically reducing
complaint response time, teaching frontline employees to truly
see complaints as gifts, and equipping employees with solid
skills to completely restore customer confidence after service
mishaps – without giving away the store.
Her
keynotes and training programs are hallmarked with
hard-hitting analogies, thought-proving stories, and humor and
she leaves audiences with the inspiration to truly make their
new ideas work.
Myra is lauded for consistently delivering practical
easy-to-implement strategies that result in real and
measurable organizational change.
"Myra
Golden’s seminars are captivating and resourceful in
complaint resolution. Her tactics should be used throughout
the world!”
Brandy
Warrior
Coca-Cola
“It
was outstanding. I could relate to
Myra
and her strategies.”
Kristi
Collier
McDonald’s
Corporation
“Myra's program was excellent. One of the best training sessions
we have attended – well presented. The session was very
beneficial to our everyday job!”
Shirley
Perry
Michelin
North America
"Before
You Hit Send!" webinar recording with Myra Golden
available for immediate download
Before
You Hit Send!
Why
so many companies blow it with customer email and how you can
do better
