Comments on: Customer Service 2.0: Are you really Web-enabled?

By: syaussi

syaussi — Mon, 10 Aug 2009 18:44:49 +0000

Thanks so much for the comments, Devon and Kay. And I think you’ve both hit on the same chord–that every employee is in the customer service business. With so much discussion about how social media strategies can be leveraged for sales purposes, it occurs to me that maybe social media’s greatest potential is in the customer service realm. It will be interesting to see how companies adjust their goals and evolve their strategies as time goes by.
syaussi´s last blog ..NAHB to Congress: Extend Tax Credit, NOL Carryback

By: Kay Howard

Kay Howard — Sat, 08 Aug 2009 12:27:56 +0000

Hi Sarah. Very nice article. Just a note – I am also the person who oversees Customer Satisfaction for the Company. So your point is well taken – and being taken care of at our Company. Thanks so much for focusing on this very important topic.

By: Devon Zimny

Devon Zimny — Thu, 06 Aug 2009 16:19:31 +0000

I absolutely think customer service is a huge part of social media. Customers are going to expect to reach you using all the tools available, and companies need to respond. I previously worked for a homebuilder, and one of our “isms” was that everyone is in customer service. No matter what your position in the company. I think this applies to social media too. The person handling social media for the company needs to be prepared to handle the customer service items that come up (or at least be able to direct the customer to the correct department quickly).