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I agree completely. I don't understand why companies provide better support over Twitter (it is a bad idea as far as I can tell - they just have generally lous
by curiouscats 14y ago
I agree completely. I don't understand why companies provide better support over Twitter (it is a bad idea as far as I can tell - they just have generally lousy customer service and for some reason change for Twitter, to some degree).
The foolish response of relying on non-sustainable heroic efforts by employees to provide customer service is feeble. But the customer is not responsible for stupid management actions. Now customers can be unreasonable and if you are doing that it makes sense to me to feel some culpability for the outcome of your bad behavior (even if others had to enable the bad outcome too). Just based on the post it does seem to me the request was unreasonable.
It is true, sadly, both customers and employees suffer from very bad systems management has put in place for customer support.
- brazzy 14y ago> I don't understand why companies provide better support over Twitter (it is a bad idea as far as I can tell - they just have generally lousy customer service and for some reason change for Twitter, to some degree). It's very simple: regular frontline workers represent a large chunk of the total costs of the company (let's say 30%, so you keep them underpaid and overworked to keep profits high. But social media is the domain of PR - much fewer people, much better paid, much more visible to management, and able to order around even middle management when it's for the good of the company's image.