This week I had a great customer service experience while arranging for my warranty covered notebook to be repaired. That is not what prompted this post though. The reason I am writing this resulted to from the response the rep gave to a question at the end of our online chat. I was a happy customer. My computer was going to be fixed and returned free of charge in 7-9 days. The rep had answered all my questions, was polite, and most of all human in their communication. As a result, I wanted to give them a shout out. I asked how best I could do that via Twitter, Facebook or Google Plus. The response was frustrating. They told me that I should expect a survey shortly and I could reflect my satisfaction by filling it out. Ok, wow. I hate filling out surveys. Likely it will in no way help out the rep that gave me stellar service.
This was not the fault of the rep. As company leaders we have broken systems. The bigger the company the more broken they are. What I understood from the end of my chat was that there was no way for a customer to compliment them. The rep had no channel or tool outside of a boring survey to give to a happy customer. With engagement being the currency of today’s business economy HP appeared bankrupt. Unlike the rep I know that they could have said the following:
Oh, that is great? Yes we have a Facebook page located at http://www.facebook.com/HP or you can mention this on Twiiter. Our twitter account is https://twitter.com//hp. We are just starting out on Google Plus but you can engage there as well.
Everyone is learning in this ever changing social space. Customer service reps are the front line heroes. If you have the power give them some as well. Hire employees you trust and give them flexibility to engage as well as the training to do it well.