Communicating at Get Satisfaction

Communication at Get Satisfaction: Case Analysis

Problem Identification

As an expert on customer service, I am faced with different dilemmas on daily basis. Handling these challenges with tact is the key to successful customer service operations. Since we run a website that allows customers to comment on various products, we understand that sometimes these comments can turn nasty and emotions can boil over and become excessively ugly. That is when we need to take an action since we cannot allow the use of foul language and even too many accusations since it looks bad on the company. I need to now find solutions to some important issues including how to mediate a dispute between a consumer and a company representative, how to announce the arrival of a new version of the website, how to apologize for server issues, and how to respond to pricing queries? All these questions and issues are important because a special kind of tactfulness is required in potentially explosive situations.

Alternatives available:

The first problem we have to deal with is one that has already turned ugly with a consumer complaining about a product and the company representative responding but both have been using accusatory language and since this is open to the public, it doesn't look good on Get Satisfaction and we need to do something about it.

Option 1: Politely remind both that they need to be civil to each other.

Option 2: Ignore the discussion and leave them alone to resolve it.

Option 3: Privately contact either party.

My Option: Write a document containing details of communication behavior on the website. Anyone using foul language or getting too aggressive will be removed from discussion. It must be very civil. Once it's written, post it on the website and then ask both parties to refer to this document. This would give them the hint and also help in avoiding such messy situations in the future. This document must be flashed on the screen before someone starts a thread.

Second problem:

For the second problem of server related issues where page doesn't load easily and there are some options available to us like apologizing profusely, admitting our mistake etc.

I will opt for option c because it is both tactful without explicitly pointing to our server weakness or management issue. It doesn't hold the company responsible for everything and certainly doesn't use the word "sorry." But it still assures the user that we are working on the problem and get it resolved as soon as possible.

Third problem:

The third problem deals with announcement of version 2.0 of the website. There are some options mentioned and option D. would be the most suitable one as it doesn't make big promises but focuses on the new features and capabilities instead.

Fourth problem:

The fourth issue deals with responding to pricing queries when we haven't yet decided on a price for the new software. Since small businesses are interested in finding out the price and appear very enthusiastic, we do not want to scare them away with a price they cannot afford and yet we cannot make a promise that price would be affordable since we haven't decided yet. Thus a good tactful response is needed.

For this I would suggest we go with option 4 or better still develop another possible option. My alternative would be to say: "We are still working on pricing details but are trying to develop a pricing strategy that would work for both large and small businesses. We are also looking into payment plan options. We will notify you as soon as we have finalized the details. Thank you."

Recommendations:

We have already mentioned the best alternatives for each problem. We now need to understand why these are best solutions. For each problem we have focused on a solution which doesn't only answer the immediate problem but also works in the long run. For example in the mediation case, we cannot focus on this one case alone because explosive situations can arise in future as well and hence we must develop a strategy that would take care of the problem for good. Hence we need to write a document on expected communication behavior on the website and possible consequences of not adhering to codes of civility.