Uncategorized Melvin Yuan on 31 Dec 2007 10:45 am
I am a demanding customer.
Like every other customer, I’ll call customer service whenever something displeases me about a product or service.
But if the problem is not well solved, I’ll e-mail an account of my experience to the customer service manager, copying in the PR manager and the CEO.
Why? Because I know that if the customer service manager doesn’t care about how much impact negative customer word-of-mouth can have on a company’s brand, the PR manager and CEO does! And if customer service won’t hold themselves accountable to the customer experience – and consequently, the company reputation – the PR chief and CEO certainly will!
As a PR consultant, I am closely associated with the clients I serve because my contacts are easily found on online press releases. And I have been personally contacted by unhappy customers whose experiences with my clients’ customer service further aggravated their dissatisfaction. In response, I have stepped in on several occasions to resolve issues that would have otherwise led to letters of complaints in the newspapers or negative word-of-mouth. And, while I don’t have a client-side mandate for customer relations, I don’t think my work was beyond the call of duty. Simply for the reason I stated above. PR is ultimately accountable for all facets of a company’s relationship with the public.
The question I have for experts in Customer Relations is: what do customers expect of PR today? Am I the only one who would demand that they are aware and accountable for sloppy customer service?
In an earlier post this year, I proposed that PR managers should be responsible for orchestrating the concerted PR effort – one that goes beyond mere media and analyst relations, and extends to areas including customer and employee relations strategies.
Do You think the PR manager has a role to play in Customer Service?