Tweeting for Customer Service

I was stuck in the dentist office this morning, listening to my 65+ year old dentist rant about customer service – or the lack thereof. Once he got his hands out my mouth I said – “don’t waste your time with the 1-800 numbers or letters to the president of the company anymore –tweet about.”

Wow. I guess I’m really buying into this whole hype cycle. Me, who still checks books out of the library? Reads the paper in the morning? Writes and mails paper-based letters?

Yep. I am a Luddite. Except when it comes to bad service and crummy treatment of customers by companies who should have the common sense to know that it costs 10 times more to get a new customer than it does to keep an existing one.

So, in the spirit of practicing what I preach – I’m going to Tweet about how my cell phone provider charged me – a loyal customer of 10+ years – $18 to upgrade to data services. I’m anxious to see what happens. If it doesn’t work, there’s always a hand-written letter to the president of the company. Or maybe a new cell phone provider.  

 - By Susan Bassett

Comments

[Jason Baer]

There you go Susan! Way to get on the bus. Trouble is, you're going to be disappointed at how few companies are monitoring Twitter real-time. Someday...