I remember when I had to communicate with a mailing business called "LBC". I remember this incident because it was a crucial time when I had to get my transcripts in time to register school. They gace me a hard time reaching them because nobody knew where my package was. They kept transferring my calls to different people trying to figure out what happened to my package. Sometimes they wouldn't even answer at all.
Social media is a great way for businesses to get more contact from their customers. It provides another way for customers to reach out to a business for certain problems. In today's world some people would even prefer to communicate through social media rather than through the phone. I personally have never tried to communicate with a business through social media because I prefer to talk to them over the phone.
As mentioned in our previous blog, social media serves as a great platform for customers and clients to express their feelings towards a business. There can be both negative and positive comments. Those are apps such as yelp. If I was a business owner myself I would welcome all comments. If it was a negative comment I would not fight back and use it as a way to improve my business and not make the same mistake. If the customer was wrong I would simply explain our side and what went wrong and leave it at that. All positive comments would of course receive a thank you and I would always ask them for more feedback to improve my business.
My experience with communicating with a business is usually a positive one because of the many ways that I can talk to them. It can be through Facebook, Email, Instagram and through the phone. The only negative part is sometimes when it is a busy business the will keep you on hold for a long tim and keep transferring you to other people resulting in a lot of stress and lost time.
I agree that one of the most frustrating/negative experiences you can have with a business is them keeping you on hold and/or transferring you to different departments when they cannot find a solution. It makes you feel unimportant and it's very frustrating. Great post!
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ReplyDeleteHi Stephen! I also have never really tried to reach out to a business over social media. Like you, I would much rather just speak to someone. But even with speaking someone it can be frustrating at times. To me, one of the most frustrating things a business can do is transfer you from one department to another. I really don't want to explain my problem multiple times to multiple people.
ReplyDeleteHi, I think unfortunately everybody can connect to your story about your delayed packaged. Being on hold or not getting to the right person on the phone can be extremely frustrating. I agree with how you would handle comments on a social media site if you had a business. Social media is a great help to expand your connection with your clients and also improve your products. It is so true that fighting back with a negative comment is never a good idea.
ReplyDeleteI agree, the old standards of communication no longer apply. I'm one of those people that like to contact companies directly through social media. If I have a complaint with their services, reaching out via social media makes my complaint public. This makes the company act fast because they have a viewership over my tweet. The turnaround on their contact to me is usually pretty rapid as a result, typically reaching out within an hour or two.
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