Archive for February, 2010

Why do bloggers moan about poor customer service?

February 9, 2010 1 comment

A while back I set up some Google alerts around the customer experience and customer service area.  Broadly speaking it’s been very helpful in introducing me to a range of people and opinions.  The downside has been I have ended up seeing hordes of blogs relaying the authors’ bad service experiences. 

These blogs would be extremely detailed including the “I said/he said” dialogue with the call centre and recording the exact time that elapses between various events, criticism of agents for being less intelligent than them, and they would generally be punctuated with ironic or sarcastic attempts at humour. Perhaps worse of all they were dull and I find it hard to believe they were of interest to anyone but their author.   

Then I noticed that most seem to be written by either journalists or consultants* (which probably explains their previously described nature).  So what is their purpose?  I know we could ask this question of so much of the content on the web but these people have gone to some trouble to write these – why?

Is it to warn other people of the problems and steer them away from this disaster of a company?  In a way it is but I don’t believe there’s anything altruistic about it.  I suspect that impotent rage and the need for revenge are the main drivers.  “This is my way of getting back at them, hopefully creating bad publicity and hitting them where it hurts – right in the revenues”.  

On top of having a marvellously over-inflated opinion of their own importance and influence (more evidence they are mainly journalists and consultants),  these bloggers are taking an extraordinarily negative approach.    These moans can’t be about getting recompense or an apology or surely that rant would be aimed at the CEO.  No, this is usually a nasty, petty vindictive “I’m going to tell teacher on you and then you’ll be in trouble” .

We, as customers, have a responsibility to our service providers to tell them what they are doing wrong.  How else can they hope to put it right.  I am also all in favour of forums that discuss experiences good and bad such as TripAdvisor which I have used to good effect and which is quite different, more balanced, fairer use of social media.  Squealing in an open blog with a one sided, prejudiced invective is negative and self serving.   

And they are bloody boring to read so I’ve given up on them.

* Having been both a journalist and consultant in my time I feel qualified to comment here