What Disney-Playdom can teach you about the value of bad customer service

An unbelievable, true story…

by Stan Faryna

Stan Faryna

Recently, I experienced a payment error with the Disney Interactive Media Group via Facebook. I submitted an electronic support request. Seven days later this is the reply that I received:

We would like to invite you to give us feedback regarding ticket # 1604393.

You can give feedback by taking this brief survey: 
https://www.surveymonkey.com/s/2G38QRS?c=cbroderick+Blue+1604393+Playdom

We look forward to hearing from you, 
Playdom Game Services

The survey asked me how I rate their customer service. Really.

John Lennon, Power To The People

On the one hand, I’m not surprised that The Walt Disney Company doesn’t care about me and the many millions of their game customers via Playdom. Though business thought leaders give much lip service to the customer centric service model, the fact is that the only real customer advocate out there is the customer. There is no or little customer service process in automated and semi-automated customer solutions. Poor solutions are cheap and any non-human error permits a certain evasion of trust, responsibility and relationship.

Bad customer service is good business. It’s a low cost solution to a complex and expensive problem that is best avoided.

On the other hand, I don’t know why we put up with bad service whether it is the Twitter unfollow bug, Facebook ADD bug or the Disney-Playdom lack of customer support. The problem, I believe, is not them, it’s us. Too often we do little or nothing to communicate our disapproval. We must speak out together or STFU!

1000 tweets on Twitter in a 24 hour period will get any company’s attention. It only requires 300 people putting five minutes or less of their time into sharing a personal message with 12 of their online friends that the message needs to get out.

It’s that easy. 

Imagine if we put 15 minutes per day – three days per week – into speaking out and joining the voices of others.

We would change the world!

Are you ready to change the world?

Speak out in the comments! Or follow me on Facebook.

http://www.facebook.com/Faryna.FanPage

Stan Faryna
28 May 2012
Bucharest, Romania

……………………………………………………………………………………………………….

Facebook Game Posts by Stan Faryna (@Faryna)

Avengers Alliance Starter

Backyard Monsters Cheats

Backyard Monsters Shiny

Castleville Guide: Part One

Castleville Guide: Part Two

A Car Town Walk Through

Go Fishing Walk Through

……………………………………………………………………………………………………….

About these ads

2 Responses to What Disney-Playdom can teach you about the value of bad customer service

  1. billdorman says:

    That’s why taking care of the little things and doing it right make you stand out. Overall, customer service in a lot of industries just plain sucks……and we tolerate it……

    The challenge is, while you might be ticked at your interaction with Disney, most might not feel your same angst at that particular time. Sometimes it is hard to challenge that power to the people; but social certainly gives you the platform to do so.

    Hope your weekend went well.

    • Stan Faryna says:

      It is a challenge indeed – the abstract challenge being people ready and willing to support each other though they may not have a personal stake in your particular customer service disappointment. The power of the people is a potential of far reaching magnitude in social, but how do we unlock it in service of our common good?

      I’ve been pondering this for many years, myself. [grin]

      The weekend was good. Thanks Bill.

Speak from your heart!

Please log in using one of these methods to post your comment:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

Follow

Get every new post delivered to your Inbox.

Join 166 other followers

%d bloggers like this: