Notes from Twitter

Don't ask me what took so long, but I just signed up for Twitter yesterday.

I'm fascinated - and addicted!

I searched "Customer Service," and have been updating that search continually since.

Some things I've learned:

1. Comcast is the most reviled company in America. It's staggering, how much ill-will is out there regarding this one company.

2. Popular among the folks I've read: Zappos.com, Wegmans, and Salesforce.com.

3. Several workers tweeted to say "I hate customer service." Note to employers: if your workers with the title "Customer Service Representative" do not like customer service... you're in big trouble.

4. Quite a few companies have lame customer service representatives. My advice? Find a new job title, perhaps Customer Appreciation Officer. It is rare indeed that companies give great customer service in the customer service department.

5. Even better advice: don't have a C.S. department at all. Relegating such important work to one little, often under-appreciated department with underpaid, low-skill workers is a recipe for failure. Everyone in your company is in customer service, or no one is.

6. One Tweet was from a delighted customer whose car salesman emailed her a happy birthday message. Guess who's going to sell her her next car, guaranteed?

7. Another good one: "Hint to service advisers / customer service folks: please don't tell me "I don't run things here" when something screws up. Help to fix it."

8. ...And another: "I do see the value of Twitter for customer service. Ability to find dissatisfied customers instantly and respond is amazing." (Comcast Chairman and CEO Brian Roberts, are you listening?)

Finally, here's something to think about. In the ten minutes or so it took me to write this post, 116 more people tweeted about customer service, good or bad. I think we've hit a nerve, wouldn't you say...?