Speaking Of Facebook - It Needs Change Management of Customer Service

David Dalka

Filed Under Change Management, Customer Experience, Online Recruiting, Social Media 

                     There has been some discussion  of Facebook’s business model.

Forget about monetization, can Facebook survive without any useful customer service improvements? While 98% of the service works great on autopilot, there is absolutely zero customer service for the things where you do need help. I don’t mean bad customer service, I mean there is absolutely no customer service for certain issues. 

Case #1 - Last month, I created a group called Interactive, Search Marketing and Social Media Change Managment in my haste to leave for a conference, you can see that I mispelled Management in the group name. This field is not editable by the group owner and after 7 weeks, I have had zero professional response from a real human at Facebook to resolve the issue...

read more here http://www.daviddalka.com/createvalue/2008/10/09/speaking-of-facebook-it-needs-change-management-of-customer-service/#more-799