I just read a concept developed from the review of Groundswell by Kevin Beatty discussing Customer Service 2.0.
What Kevin writes….
Benefit # 1 – Customer Service 2.0 (from a consumer’s prospective)
One of the most beneficial side effects of social media utilization is that it’s allowed everyone to have a voice. You yourself can write a blog about anything or anybody. Tell me, what do you do when a product or service you used to use failed? Well, if you’re old fashioned you would wait until business hours and call a 1-800 line in hopes that you would connect with someone who understood your issue and was able to fix it.
Social Media has changed that and the best advice I can give anyone is GTS. That of course stands for Google That Stuff. Anytime you have an issue from this point on, I would suggest Google as your best customer service portal. Just the other day, I was having an issue with an old iPod Shuffle that I own. It was no longer recognized when I plug it into my computer so I was forced to go on my afternoon run in complete silence. Before calling Apple or going into an Apple store, I used Google to determine what my issue was. Instantly I was awarded a list of review sites, troubleshooting guides, and blogs from similar people experiencing the exact issues that I was. Within several minutes I had my iPod shuffling working again.
My advice to you is use the Groundswell for all of your customer service needs. Especially now since many companies have social media sites such as Twitter and Facebook so you can probably receive an answer faster than before. Get in the habit of utilizing the internet to troubleshoot any issue that you’re having with a product or service…chances are someone else in the web-o-sphere has experienced the same issue and has an answer.
To read the full post visit www.kevinbeatty.com.
Buy the Book Groundswell here.
Jimmy Hendricks
patrickdillon