Imagine you are in a webcare team. You do your utmost every day to help customers via Facebook, Twitter and other social mia. You are customer-orient to the max, you are empathetic, you make a joke every now and then. You solve problems and help people with questions about the products and services of the company you work for. You sign your messages neatly with your initials or your first name. And it is still not good!
A so-call funny article appears on GeenStijl, Globalistaa takes the piss out of you – which you secretly have to laugh buy phone number list about – and RTL news warns that being funny can cost you dearly. You are slowly getting a cramp. What is actually still acceptable?
Under a microscope
Webcare teams are under a magnifying glass, under a microscope even if you ask me. Everyone can admire them in action or scoff at them and many people can’t help but do the latter.
Of course, we all experience a package not arriving, a bus not stopping at the agre time at the bus stop, or china numbers your suitcase getting lost at Schiphol. We all have an example of a bad customer experience. However, I cannot help but get the impression that experts, influencers, bloggers also love it when something goes wrong so that they can respond to it immiately. I experienc this myself years ago when my employer was in the spotlight on Twitter and Bart Nijman of GeenStijl taunt me and my team to the max.
Now it is also
The Best Social that is lurking. You are immiately pillori as an example assess your business needs of bad webcare. But to be fair, The Best Social puts webcare teams in the spotlight more often than they are criticiz. Striking cases of webcare teams are exhibit there when they have done or said something funny. But that in turn leads to other webcare teams also trying to be the funniest at home. And voila, the annoyance among the users of the socials is f again. Because well, we are not all good joke tellers.
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