John “CZ” Czwartacki is the self-described “social media lab rat” and blog editor for Verizon. Gkerkvli is a new FiOS customer, but is dissatisfied with the service. Noting Gkervli’s frustration, CZ tweets the magic words: “Can I help you?”
Using Twitter Search, you can follow how CZ stepped in and attempted to fix the problem. Welcome to customer service in the 21st century.
The lesson here is not really about Twitter. It’s much bigger than that: Be where your customers are with your ears open. Social media enables all of us to have a voice, and the job of corporate social media is to listen and be ready to respond.
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UPDATE: We caught up with John and asked his thoughts on using social media to solve customer service issues. Here’s what he had to say:
BC: Have you had success offering customer service via social media?
CZ: I’m participating in these social media communities as an authentic Verizon voice, with passions to share and a willingness to help wherever I can. That means when I see someone having trouble or concerns I reach out — and it’s always welcomed and most of the time results in positive outcomes for all. CSR is not my reason for being there (nor to be a brand stream, or a product flack, or a sales guy), it’s to transparently learn from the crowd and to share my passions (on Twitter, it’s being a dad, news or tips about Verizon and FiOS stuff, and baseball). Helping one another is table stakes for genuine engagement. And being with Verizon, if I see or hear issues I can help with, I do.
BC: What advice would you have for other companies thinking about using tools like Twitter to help customers?
CZ: Don’t think, do. Or more specifically, listen. Then take the time to hone what voice is best to engage.
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{ 2 comments }
I had a similar experience with sprint. I bitched about being charged for roaming and someone from sprint immediately messaged me too see if everything was being taken care of.
Good stuff, and hopefully these guys are able to figure out a way to successfully scale this type of customer service as platforms such as Twitter and the like become increasingly popular.
But if Verizon and Sprint can do it, there’s a lot of opportunities for other companies.
Thanks Jeff.
312-932-9000 / cale@gaspedal.com / twitter: @calejohnson
I am a Blog Council employee and this is my personal opinion.
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