I just came across Amy Gahran's blog via Tom's blog... Don't you love the power that the internet has in bringing people together through blogs? One minute you're in Des Moines Iowa having a cup of joe with someone's blog, the next minute you're in Boulder, Colorado at The Right Conversation. The first post I read at The Right Conversation asks the reader:
What's different about how conversations begin online?
It's interesting because a friend and I talked about this subject not too long ago. We agreed that generally, there are no racial barriers when you're having conversations online. You can make a statement and people will not judge what you say in the context of what you look like (unless you have your picture up) or how you talk. When you're having a conversation with a customer via e-mail or on your blog, there are no prejudices - just words in cyberspace. It makes it easier to help people when you don't have that prejudiced or stereotyped chatter in your head. We all have it to some extent, even those who say they aren't prejudiced. But that's another subject....
In relation to customers, another thing that makes conversations online different is that when a customer gets upset and leaves a nasty comment on your blog or sends you hate email, you have time to calm down before answering. You can cry to mommy or have a sip of wine to ease your nerves - then you come back and be the professional that you are. On the other hand, when you're face to face with an irate customer, you have to put on your poker face and deal with the issue at that moment.
Another point I'd like to make that's not so much related to customer service is that you can also "lurk" on other online conversations without ever having to say a word. There is no obligation to really say anything, whereas when you're in a face to face conversation, you feel awkward just standing there when two other people are doing all the talking.
Do you have some thoughts regarding conversations online in regards to customer service? You can leave your comments here or visit Amy's blog and contact her directly: http://www.rightconversation.com
» Why You Shouldn't Ignore Customer Conversations from CustomersAreAlways
Here's a great article to read during the Friday commute - that is, if you're not driving! Customer Service is the New, New Marketing. Not to be confused with the Customer Service is the New Marketing Summit I mentioned before!... [Read More]
Tracked on: December 7, 2007 4:53 PM | Permalink to Trackback