Customer Service for the Whiny Millennials

When millennials have something to complain about they take it to Facebook or Twitter. This outlet is so common in fact, that companies have actually felt the need to start responding to these complaints as a form of customer service. Today, social media customer service is a full blown job for people working in the field. If you look at the infographic pictured below, social media is a positive change for customer service.

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Speaking from personal experience. I would much rather take to Twitter or Facebook to get in touch with a company rather than call an 800 number and wait a year for an answer. Below is my personal example of reaching out to a company with a very serious question I needed an answer to ASAP.

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This is a great way to get a company’s attention because it is public and can start a bigger conversation. We know this, and so do the companies so they do their best to respond back quickly and nip the problem right in the bud. The last thing companies want is an uproar online about their poor service. Here are a couple of examples of how companies use social media as a customer service tool:

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Ignore the bottom two tweets, but at the top you see how a customer is asking a company directly for help using Twitter. They even got a response back in a matter of minutes!

Companies even take to social media to stop problems before they happen. In the tweet below, Kendall was complaining about Comcast not necessarily to submit a formal complaint but a complaint nonetheless. Comcast responded back immediately to help so that they can try to help fix her problem.

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This is important for companies to show a good face to the public. People like to see public conversations like this because they feel they can relate to the company better. Here, it seems like Bill Gerth is just another tweeter.

In some cases, companies like to have fun with their social media customer service. This is another way companies can find common ground and relate to their customers. People enjoy witty tweets from their favorite companies.

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Funny.

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Hilarious.

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Even better, LOL.

Today, companies are forced to change their customer service with the times. Life has moved to have social media in almost every aspect. Businesses are learning to meet their customers halfway and give them the customer service they want.

 

Sources

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2 thoughts on “Customer Service for the Whiny Millennials

  1. I agree that social media customer service is good for customers. When someone calls an 800 number with a complaint, ignoring it can be easy, as only the person calling and the customer service representative are involved in the conversation. With social media, there is the potential for many more people to hear about the complaint. This is why it is easier for the company to address the problem publicly as fast as they can, so that that word does not spread and make the company look like they do not care.

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  2. Haha wow, some of those example tweets are actually hilarious. I definitely agree that there is a big advantage of having customer service in social media, and I found the Comcast customer support example especially interesting. The fact that they use an account specifically for customer service and that there is an individual name attached to that makes the interaction seem more personal, which is surprisingly something I don’t see very often. I think this idea of humanizing the service in this way is a really smart move for Comcast, even if it doesn’t seem to make that much difference on the surface. It’s a subtle way to make their company more appealing at the very least. I’m interested to see what the future holds for customer service on social media platforms!

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