Not Being Sarkari

Zoobie posted a feedback regarding a restaurant on Facebook. 
Customers set up a website to protest against faulty Time Machine Capsule. I blogged, tweeted, reviewed,facebooked regarding my poor service experience rendered by IFB. Dell hell blog post rocked Dell customer service in 2005. A prolific blogger wrote few posts over 20 days before Dell look into his problem. But that sounds too 2005-ish. These days Real Time Reviews (RTR) are in. Real Time Reviews of products, services, by users and customers will be one of the trends to look out for in 2010. Real Time Reviews are already a rage. Tools like Twitter, Blogs and Facebook are fuelling this trend.  These real time reviews spread like a forest fire. Tweets get re-tweeted. Facebook status get comments. Blogs unite customers with same issues.  But bigger problem is most of the customer service departments in India are not ready for this RTR onslaught. They still believe in surveys which are meticulosly designed and carried. They still believe in good olds ways of structured feedback wherein feedback forms are given, feedback comes to customer service department, then it goes to respective departments, who act on it and reverts to customer service department who then get backs to customers. Phew! Too many layers to encounter.  I really wish customer had patience to go through so many layers. Trendwatching has come out with top 10 trends for 2010.