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George Anderson

Editor-in-Chief/Associate Publisher
RetailWire LLC

Who Needs Call Centers When There's Twitter?

December 4, 2012

FROM RETAILWIRE:
Recent mechanical failures of appliances purchased from a single retailer resulted in a call to the chain's service department. After dealing with service reps for over an hour and getting nowhere, the customer took to social media. Will consumers taking their complaints directly to social media make retailers reassess call center operations?      [more...]

MY COMMENTARY:

I should note that I went online to express thanks when the company addressed the issue in the end. My guess is there are many others who complain and never take that second step, which leaves just the negative comments online for others to see.

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