It’s no surprise that Zappos.com comes in the Becky Carroll’s list of top customer service rock stars of 2008 in her latest post in Customers Rock! Tony Hsieh, the CEO of Zappos.com once mentioned to Becky that they are a customer service company that just happens to sell shoes. Their main focus is keeping customers happy, as Becky explains when a customer service rep recommended a competitor’s website to her when they told Becky that she would not have her sandals in time for Christmas. Few companies do this, and this is what makes them stand out from the rest. Is your company focused on keeping customers happy?
We’ve posted a while ago about how Twitter has made ‘customer service proactive rather than reactive.’ This morning I came across this post from Search Engine Guide in which Paul Jahn reminds us that businesses, especially those who have e-commerce sites, should be using Twitter as a customer service tool.
Customer service reps can simply do a quick search on Twitter for their company to see what people are saying about them. The result, reps will find either good feedback or bad feedback. Representatives can go above and beyond by thanking happy customers and help unhappy customers using Twitter as a medium. Tony Hsieh of Zappos, Frank at Comcast, and many others are just a few examples of people who have used Twitter to improve customer service practices within their company.