In our careers as consumers, we’ve all encountered employees from time to time who display a shocking lack of manners, aggressive ignorance of what their company sells, or a toxic attitude that suggests we’re seen as an enemy rather than a customer. “How in the world did this person get this job?” we might ask as we hang up the phone or flee the store. “And how in the world is this person allowed to keep this job?” One of the great parts of the social media revolution is the impact it’s having on these sorts of employees and the experiences they create for customers.
Great article Mr. Bucholtz, businesses need to remind that to achieve the way of success they need to turn into a customer-centric policy. Customers are the engine of the core business for companies. Today, the Innovation Technology, with social networks and crowdsourcing can help us to join users and customers more easily, making them more satisfied and loyal, or better, companies can improve their customer performance with crowdsourcing and social networks saving money! I love Innovation Technology..
The Internet and social media are great tools for both the consumers and companies. For the companies, something like a Twitter gives them new ways to interact with their customers and to address concerns.
From the customer perspective, it also gives them the chance to sound off if a company's PR team has been less than satisfactory. Companies need to be more careful than ever about who they are putting in charge of customer service and public relations since these people are often the voice of the company. Hiring the right people and providing a happy work environment will go a long way in maintaining good service and brand loyalty among customers.
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Bad Employee Attitude in a Social CRM World: It's Payback Time
Posted by: Christopher J. Bucholtz January 5, 2012 05:00 AMIn our careers as consumers, we’ve all encountered employees from time to time who display a shocking lack of manners, aggressive ignorance of what their company sells, or a toxic attitude that suggests we’re seen as an enemy rather than a customer. “How in the world did this person get this job?” we might ask as we hang up the phone or flee the store. “And how in the world is this person allowed to keep this job?” One of the great parts of the social media revolution is the impact it’s having on these sorts of employees and the experiences they create for customers.
From the customer perspective, it also gives them the chance to sound off if a company's PR team has been less than satisfactory. Companies need to be more careful than ever about who they are putting in charge of customer service and public relations since these people are often the voice of the company. Hiring the right people and providing a happy work environment will go a long way in maintaining good service and brand loyalty among customers.
Sarah
Mosaic Technology