Get a human when it comes to customer service - WMBFNews.com, Myrtle Beach/Florence SC, Weather

Get a human when it comes to customer service

MYRTLE BEACH, SC (WMBF / WMC) It's the most frustrating experience in the world. You've got a problem and you need help from customer service, but what you're talking to is an automated operator giving you transfer options.

Even worse, when you do have the chance to speak with a real person, the individual you do get isn't very helpful.

"I called the 800-number, pressed every button they're asking," recalled Natasha Hughes, a frustrated customer. "When I finally got someone, I got someone I couldn't really understand and then they still hung-up on me!"

It turns out, making a phone call may not be the best way to proceed anymore.

The social media scene may actually give you a heads up to your problem. Mention the company you've got a complaint about on your Facebook page or through your Twitter account, and you just might grab the attention of the CEO.

"Now they're public and people in all parts of the company are starting to recognize when they have a problem," said Emily Yellin, the author of "Your Call is (Not That) Important to Us."

At FedEx, there's a whole team of social media reps. They're watching Twitter all the time, according to @FedExRobin.

"Just mention FedEx and I am on the other end saying, ‘Hey, can I help you get that? What can I do for you?" she explains.

In fact, tweeting @FedExRobin may get you results more quickly since it's in the public eye.

"Everyone can view it," Robin said, giggling. "So I'm constantly thinking [about] how they are going to perceive that."

Websites like GetHuman.com reveal customer service companies' phone number shortcuts and live chat options.

There's even an app called Fast Customer. Download it, hit the name of the company at the center of your wrath, and the company calls you.

These high tech ways of getting a corporation's attention don't always work, though. Not only is eBay notorious for not answering customers' phone calls but when one reporter was trying to work-out a personal issue with the site, no one from @eBay even acknowledged the tweet.

 


 

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Copyright 2012 WMBF News. All rights reserved. WMC contributed to this report.

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