Week 3 Part 1 Communication- Business & Consumer

I have had difficulty when communicating with certain companies that I have bought things on-line. There was a Porsche cell phone case that I bought that was not printed quite correctly and the coloring was not right. I reached out to the company that I received it from (the return address) and they said they were not the right company??? So I googled the company the confirmation email came from and found that their phone # was international, so I didn't call. I looked up reviews on Facebook about the company and they said they had good customer service... but could not reach them. So replied to the shipping company via email to see if I'd get a response. I finally did get a response and did get a positive reply, but they made it very difficult to find them and get resolved.

Social media does help to get noticed and get problems resolved. Companies are now realizing the breadth and depth that social media now has and how a bad product, service or situation can go viral very quickly online as well as a good experience! I think the savvy companies follow social media and are responsive and proactive.

My car was just rear ended with a lot of damage, that fortunately was not my fault and was all paid for by the guys insurance. The body shop I took it too was very good at keeping me informed by email of the progress and what was happening. And they sent me a satisfaction survey via text to fill out after work was complete. They did a great job. I've been to the shop before and have always had good service and work, so being able to share that and also since my insurance company recommends them, I think it's important to be involved in the feedback.

I would be VERY responsive to all social media sites even if I wasn't using them for marketing. Because you could be talked about by customers or followers in a positive or negative way. And you could take the lead and respond and reply to the situation. People want to be heard and customer service is more important than ever now, because it's been shown that for instance if you're selling online and someone has a bad experience, it's likely they'll go to other sites and not buy from your site anymore.