Getting Great Customer Service with Social Media

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If you’re like me, and you hate trying to call companies and having to listen through voicemail hell while trying to feed the kids, play hopscotch and answer the never ending stream of questions coming from a 4 year old mouth, then you need to try the less conventional and BETTER method of contacting customer service.  Seriously I can’t tell you how many menus I’ve had to repeat cause I keep missing them saying which option I need. 

Recently I had some issues with my Qwest and DirecTV services.  I was getting EXTREMELY frustrated by the regular means of trying to get it resolved.  So I tweeted!  I sent out a tweet to @DirecTV and one to @TalkToQwest complaining about my situation.  I got responses from both of them, and they both got the issues I had resolved in a VERY timely manner.  What I really like about the way companies like this handle twitter complaints or requests is that it’s a real live person who really cares that you there.  You can even ask questions that you may not normally want to spend the time to call in.  Such as the Facebook question to Bosch pictured above.  They had a simple question about the alarm sound on the washer and dryer.  Bosch Appliances was able to respond and give them an answer without wasting anyones time.  I love social media for this aspect!

So how can you be chatting with a customer service rep before you know it?  First, go to their website and see if they have a link to their Twitter account or Facebook page.  If they do, go ahead and click it and then write them a message on their wall or click the little cog icon in Twitter to “mention” them.  Tell them your issue, and wait for a response.  Make sure you check your “@username” on the right side of the screen if you are using Twitter’s website to see if anyone has replied to your query, and your Direct Messages.

The other side of the coin is that they could be VERY bad at social media.  Companies like this I tend to stop using.  Such as I tried to get service from Sears for my dishwasher.  I tried calling them, I tried emailing them, I tried submitting a request online, and I tried tweeting them… I got NOTHING.  Will I EVER purchase something from Sears again?  No! 

So go get your problem resolved today through social media, and if the company is not with the social media times, then it’s time to switch to a different company that IS with the times!


This post may contain affiliate links, which means I receive compensation if you make a purchase using the links.

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About the author

Sarah Werle Kimmel

Sarah Werle Kimmel is a digital parenting coach and family tech expert. She has spent the last 20 years of her career working as a Microsoft Certified IT Manager supporting over 100 small businesses. During that time she started Family Tech LLC to help families understand and manage the technology in their home. She has regularly appeared as a family tech expert on local NBC, CBS, ABC and FOX news affiliates, BYUtv and Studio 5, and has been invited all over the world from tech companies like Lenovo, Verizon, Microsoft, Dell, and Samsung. Find out more on her website SarahKimmel.com

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  • To Sarah Kimmel,
    My name is Brian and I’m part of the Sears Cares Escalations team and I’m sorry to read about the problems with your dishwasher. From the sound of the blog here were you not able to get service set up or not able to reach someone period even through the other channels? This is very concerning to us and we would like to investigate this in further detail first and foremost to get your situation resolved and secondly to find out where we failed you and address it so that it does not continue to happen. At your convenience, please contact my office via email at searscares@searshc.com so you don’t have to continue to be frustrated by this situation. In the email, please provide a contact phone number and the phone number the dishwasher was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Sarah Kimmel) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

    Thank you,
    Brian J.
    Senior Case Manager
    Sears Cares

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