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batye
batye
3/1/2016 3:31:08 AM
User Rank
Platinum
Re: @bank
@ms.akkineni  interesting to know... but it also could be other factors in play... like where is CSR located :) or who is calling... :) 

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ms.akkineni
ms.akkineni
2/23/2016 11:15:43 PM
User Rank
Platinum
Re: @bank
@mhhf1ve:

Can't agree more with you.

This is what I have learnt through the years. With customer service folks that are unwilling to help and push back, this is what usually works for me. Tone, Pitch and Firmness in voice - these are the three things that work magic. And the final option would be asking for a supervisor or manager. This approach worked for me in majority of the cases.

But not all CSRs act this way. I must say I also had good experiences many times.

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mhhf1ve
mhhf1ve
2/23/2016 10:07:14 PM
User Rank
Platinum
Re: @bank
> "The moral of the story: Social-media teams can wield mega power."

Whoa. Making your customer complaints public can get companies motivated, for sure. 

I do remember one time I was mistreated by an airline, and basically repeated very loudly what the agent said to me so that everyone could hear what kind of poor service could be expected from the gate agent in front of me... and it worked... so.. a loud voice that reaches more customers/people can get things done.

CSRs think they can treat you badly if no one knows... but if everyone knows how badly they act... then the gig is up.

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ms.akkineni
ms.akkineni
2/21/2016 11:22:35 AM
User Rank
Platinum
Re: @bank
@Joe: Nice story.

The moral of the story: Social-media teams can wield mega power.

No doubts about this....

Discussion topic: Why aren't the telephone teams as empowered, as smart, or as nice as the social-media teams?  Why do the telephone teams have to follow scripts while the social-media teams don't?

Isn't the exposure the driver here?

Extra credit question: After the branch manager lost his job, how long do you think his wife waited to file divorce papers?  Assume Massachusetts law applies.

Hmm, I have to familiarize myself with the law first....

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Joe Stanganelli
Joe Stanganelli
2/20/2016 10:00:46 PM
User Rank
Author
@bank
Once upon a time, Joe had an issue with his bank.  Joe's bank decided that it wanted to take money from Joe that didn't belong to the bank.  Money that the bank had promised, repeatedly, would always be Joe's, no matter what.

The bank was sneaky about taking Joe's money, but Joe caught on.  He went to his local branch to talk to the branch manager, chit-chat with him, and verbally slap him on the wrists in a friendly manner.  After all, Joe and the branch manager were buddies.  Joe had even bought the branch manager a nice congratulatory present after the branch manager and his wife had a baby.

But the branch manager didn't care.  He crossed his arms and sighed and told Joe that he should be happy to be doing business with a bank that cares enough about Joe to take his money.

Joe tried calling customer support, but had to navigate menus and mazes of options and voice prompts that could never be understood.  When he did speak with human beings, they were always unempowered and/or too stupid to help Joe.

Finally, Joe was fed up.  He Tweeted that he was fed up with his bank (citing his bank by name and Twitter handle) and asked his followers for suggestions for new banks.

Joe's bank's Twitter team contacted Joe promptly, and arranged a phone call with Joe.

During that call, Joe was connected with a supremely nice, supremely competent woman who was not only the head of a major and important department at the bank (and thus very empowered), but was on Joe's side the entire way.

Six hours later (Joe was not on the phone the entire six hours; he was called back), everything was taken care of.  The awesome woman he had been connected with care of the ultra helpful social media team had taken care of everything -- telling Joe that he was right and the bank and its branch manager had been ruefully wrong.  She further arranged things to make sure that the bank would never steal Joe's money again.

A couple of days later, the branch manager called Joe and asked him to Tweet nice things about the bank so that he (the branch manager) wouldn't be in trouble.

Several months later, a new branch manager was hired.

The moral of the story: Social-media teams can wield mega power.

Discussion topic: Why aren't the telephone teams as empowered, as smart, or as nice as the social-media teams?  Why do the telephone teams have to follow scripts while the social-media teams don't?

Extra credit question: After the branch manager lost his job, how long do you think his wife waited to file divorce papers?  Assume Massachusetts law applies.

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Richard-S
Richard-S
2/17/2016 5:43:26 PM
User Rank
Silver
Re: Good News... Bad News
@Ariella Yes, different people use these Social Media services in very diferent ways; often different from how the owners of the services expected or intended... or wants.

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Ariella
Ariella
2/17/2016 5:30:47 PM
User Rank
Author
Re: Good News... Bad News
@Richard-S I get you. Most of my tweets are links rather than my own remarks. I once even pointed that out when I interviewed somoene about how an interface was intended to personalize things for shoppers. It relied on the person's input from a Twitter account and was predicted on expressions of opinion and habits. It would not likely work for me.

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Richard-S
Richard-S
2/17/2016 3:02:30 PM
User Rank
Silver
Re: Good News... Bad News
@Ariella My main Twitter accounts are for "nice" things, including plaudits. I wouldn't normally want to use them for complaints. Parts of the web are full of complaints & nastyness, so I like to post the opposite... when possible.

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Ariella
Ariella
2/17/2016 2:46:47 PM
User Rank
Author
Re: Good News... Bad News
@Richard Yes, they are mindful of that. For that very reason, I do sometimes air my complaint about on my Twitter account, though I don't use a special one for that.  I've had responses come in from Target. I also post on the brands' FB page. If nothing else, I usually get responses or likes from other customers who have had similar experiences.  

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Richard-S
Richard-S
2/17/2016 2:36:42 PM
User Rank
Silver
Re: Good News... Bad News
@Ariella These are low-volume Twitter accounts, so are unlikely to attract many permanent followers. However the suppliers' social media folk usually respond to the plaudits or complaints because these tweets are visible to anyone who searches for references to the suppliers.

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