While I commend AT&T for their forward thinking on social media, I am not convinced it is the right approach. The two dozen employees for AT&T may be able to respond to negative comments, but I wonder if they have the ability to change any AT&T policies? Will the employees work be presented to upper management who can then accomplish some positive changes?
I feel that the majority of people who are posting these negative comments are lost customers. Having an AT&T employee respond to them with a snappy comeback is not going to regain the customers business. Unfortunately, having a Facebook page full of negative comments will probably result in some lost future business for AT&T. I think it is better to simply have comments filtered before being posted on any company sponsored websites or social media outlets.
If a customer truly has an issue with AT&T, then they will probably call or email the company directly. Then, they will be connected with a company representative who may be able to actually fix the problem and retain the customers business.
No comments:
Post a Comment