Customer Service, Not What It Used To Be

1. Customer Service, Not What It Used To Be

2. It is a sad fact that customer service in the age of online shopping has suffered. The sheer number of customers that a company is exposed to on a daily basis simply gives a company the opportunity to ignore the consumer and still survive.

3. At least in the early stages of this behavior. Another fact of this so-called customer flood is that these customers have more of an opportunity to talk about the service they received with one another. 

4. The extreme downfall of any company that feels they can get away with making a quick buck and then ignore the needs of their consumer is that the consumer they ignore will make it their life's mission to erase that company from the online landscape. 

5. In many ways a large number of companies do. Companies like PayPal, although their customer service fails in almost every way possible they have not been terribly hurt by the onslaught of complaints resulting from this poor service.

6. Companies such as Paypal who was created from the online world, fortunately have their finger on that online pulse. So when their customer service angers consumers they have a community that exists almost solely to fix the problem. This almost came about by accident, but it ended up being the best mistake they could have made.

7. Many companies today have started community forums in an effort to endear themselves to the public. In effect what they end up actually doing is creating a community of the same consumers that use the service they provide. By doing this they have a large group of like minded people. Community forums to the rescue

8. All someone has to do is make a post on the forums asking for help, and other come running to offer their solutions. This works out great for the company because they have an instant support staff. A great bunch of people that will exist to discuss their product and help others who need answers about the product.

10. There is a con to all of this instant adulation. That is, if one strong minded individual or a group of like-minded people on those forums come into a bad experience with that service or product they have an instant voice and a bunch of customers ready to listen. 

11. When a forum moderator does their job correctly they can be a very positive force in a forum. And the community knows this. However, there are many cases where the moderators were basically a team of company censors. Moderators, a company cheerleader

12. This sometimes ends up backfiring on the community and the company that runs such a community forum. If the forum has a community that is large and does a great job of staying up to date on what is posted and what is going on within the forum, then the censorship does nothing but drive a wedge between the consumers and the company. 

13. It prevents the members from seeing the truth about how the company treats it's consumers and what the company ultimately thinks about it's customers. This will insure that the new contingent of members remain positive about the company.

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