A study released Tuesday by research firm CFI Group found that social media may ease the impact of negative word-of-mouth. According to its annual Call Center Satisfaction Index, social media commentary after a customer service rep experience can have a counterintuitive impact. "What we are seeing is that if you have a bad experience, you post it once on Facebook for all to see and then you're done with it," said Terry Redding, director of development and delivery for CFI Group.
I always complain. Hey, it’s not my fault.
Growing up, my parents were big letter writers. If they felt they weren’t being treated fairly, they put pen to paper.
These days, my upbringing has combined with my professional curiosity. Everyone always claims to offer great customer service, so I often test it.
My conclusion: I wonder if stores and vendors know what customers really want. For example, recently Revlon discontinued my favorite nail shade, which I wore every day.
I sent them an email begging them to reconsider.. .