Is social customer service spoiling us?

We live in an age of instant gratification and that most definitely applies to customer service.  We expect good service when and how we want it, 24/7.  An immediate tweet back.  A fellow Facebook fan sending across a helpful link.  We have gotten used to speed and come to expect it, nay demand it, sometimes at the expense of good, complete customer service.  In a nutshell, we in the customer service business have created a monster that is scary (and hiding under our beds!). Continue reading “Is social customer service spoiling us?” »