I had numerous folks reach out to me to share their grievances - and more importantly, I had a Twitter user from the cable company reach out to me to help correct the issue.
Within 24 hrs, after two direct messages on Twitter, my problem was resolved.
I finally felt vindicated.
However, in the afterglow of resolving the solution, I took a moment to reflect.
It took one semi-heated rant posted to a service like Twitter to get the Office of the President to address my issue. Is Twitter the FINAL or the FIRST step that you need to take to get better customer service?
Isn't the true first step to have an employee-empowered customer service org to deal with lowly customers like me?
If your customer front line is not empowered or educated to handle situations like mine - what is the point of them?
I wish we had more employee-empowered customer service orgs but the fact is, companies outsource or pay min wage for these service individuals and get what they pay for. Social media allows for marketing controlled customer service and can justify the cost of a more qualified/higher trained customer service person to help with not just 1-on-1 engagements but 1-to-many. Sadly, this doesn't fix the whole problem... but it's a step in the right direction.
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