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Esteban Kolsky is the founder and principal of thinkJar, a Customer Strategy consulting and think tank organization helping vendors and user successfully become better, more open, and more collaborative organizations. More information about thinkJar

3 responses to “Twitter, Facebook, Customer Service and Surgery”

  1. Zoli Erdos (@ZoliErdos)

    Esteban,

    Interesting analogy, but I don’t believe it fits very well. The more fitting analogy, as unrealistic it is (is it?) would be:

    ER staff is trained to send you away with a painkiller and generally deny you even have any problem. You keep on making a lot of noise until finally someone high in Hospital Management hears you, they send the ambulance to pick you up and rush you straight in the OR where a top notch surgery team is already waiting for you.

    Is that scalable? No, and I’ve said so years ago. As observers, we probably agree this is not the solution, but as consumers, I bet we both used the “emergency channels” when everything else failed. And we will continue.. until “normal channels” become equally good.

  2. Esteban Kolsky

    Zoli,

    If that is the case, you have poorly trained triage and ER people. Similar to CS, if your front-line, customer-facing people cannot give an answer, the problem is not going to be solved by sending the surgeon to your home – it is solved by changing triage people.

    There are very few surgeons, and many triage people — doing the math is simple, no?

    Agree on scalability, and that is the core problem we are seeing around Customer Service using Social. Great point.

    I am going to start advocating single-channel customer service with multiple onboarding points… sounds like a better strategy for effectiveness.

    Thanks for reading and commenting.

  3. Chuck Van Court

    Hey Esteban:

    “I am going to start advocating single-channel customer service with multiple onboarding points… sounds like a better strategy for effectiveness.” I agree.

    One more thing: When was the last time a customer got fired for getting a company to do things that do not create sustainable and scalable models best able to help all customers? The customer is king, but the customer is not in charge of how smart businesses operate. Enough of this “the customer is in charge” hooey. People should check out and participate on this topic over on your blog to see what I mean: http://goo.gl/fb/d5L16