- Index hide
Totalplay is one of the leading companies in the telecommunications market in Mexico.
Brands have now become important benchmarks for consumption and good customer service guarantees the capacity for innovation with which they manage to consolidate.
Bad customer service today becomes a tremendous challenge, of how brands are integrating actions to save their reputation from the ravages left by a bad strategy in this area.
A seller of Totalplay It has been exhibited through Twitter and when the owner of the company is an active user of these platforms, complaints about poor service escalate, showing how difficult it is for consumers to have the support of brands.
Complaints for poor service are today a serious problem in retail, but it is also a great opportunity to consolidate brands, which manage to respond correctly to this series of complaints.
Much of this capacity has been expanded through social networks, which today are powerful channels of influence to be able to consolidate products of tremendous value in the market, thanks to the after-sales communication they achieve with the consumer.
Lack of communication
A lack of communication and clarity about the appropriate channels to carry out a complaint for poor service, has been the main problem for which TotalPlay has gone through an embarrassing moment in a complaint that escalated to Ricardo Salinas, businessman owner of the firm telecommunications.
The measure has been highlighted at a time when it becomes tremendously important to consider that clarity is the only way to good customer service, after the user or Bernardo Plazola, he complained through a messenger with an account identified as “Totalplay contrataciones”, that after 12 years of using his service and being complied with, he was paid that way.
The response to his complaint was hostile, as he has included rudeness and regret that he did not realize that it was not the official Totalplay account.
After disclosing the verbal aggression to which he was subjected, the company has written to the user, offering an apology and assuring him that “the account is not an official medium but we will investigate to avoid this type of situation. We will also be aware of the confirmation of your data by message ”.
@totalplaymx pic.twitter.com/HfFKRIjeT5
– BERNARDO T PLAZOLA (@MATADOR_GDL) September 8, 2021
Poor clarity
Lack of communication makes customer service a critical department, especially when it does not adequately receive complaints for which it is trained to resolve.
This lack of clarity is today a challenge and more than that, the most important challenge in being able to develop a communication and integration strategy in the market.
Undoubtedly, guidelines are established that will help us understand the market and, most importantly, innovate in the way we manage to integrate consumers into our daily activities.
Improve your strategy
To have an effective customer service strategy, it is important to know and assess what elements are critical in its construction and experience is a key scenario in this.
That’s why when Microsoft conducted a study to find out what makes a good customer service experience, the majority of respondents globally said that the fact that their complaint resulted in a single interaction was paramount. The second objective was for the company to have a clearly identifiable customer service area and third, that their complaint did not have to escalate with more than one representative of the brand, which would force the customer to repeat their case.
Now read: