Sunday, September 29, 2013

A Good Model for Customer Service Globe Twitter


Globe Telecom has doubled up on its effort to provide speedy technical support on Twitter. In addition to @talk2Globe, people discussing problems with Globe services may get a friendly visit from @KenOFGlobe, @RolandOfGlobe or @KirkOfGlobe, or another @_________OfGlobe representative. Providing technical or customer support on Twitter is not new. The way that Globes new team does is.

First, they respond quickly. You can expect a response within a few hours or even minutes. Second, when one technical or customer support personal leaves his shift, if your concern is still not resolved, your concern will be passed on to another who will continue trying to resolve your concern. Third, even after a concern is resolved, a follow-up is made by a different representative to make sure that the customer is satisfied. Oftentimes when I seek technical or customer support, I feel like they just want to "resolve" the issue as soon as possible… i.e. get rid of the query as quickly as possible. Lastly, the quality of the response is good. I can understand the response. I have had several experiences with online customer service from several different companies where I have always felt the answer was not responsive. It is like they are cutting and pasting generic responses from a book.

The level of technical and customer support has left users opening up a lot of self-help forums. In fairness these forums have been very helpful. In the case of Globe Telecom, it looks like that may not be necessary anymore.

In my case, my concern was not resolved in my favor. Still I was impressed with the quality of service provided. That maybe, is the hallmark of good support. When the customer does not get what he was hoping for, but is still satisfied that his query was properly addressed.



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