Comments on: Time Warner Cable Deserves Credit for Active Engagement http://www.ryanshell.com/time-warner-cable-deserves-credit-for-active-engagement/ Marketing, public relations, social media... and a little of this and that. Tue, 31 Jan 2012 14:02:45 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Ryan Shell http://www.ryanshell.com/time-warner-cable-deserves-credit-for-active-engagement/comment-page-1/#comment-1195 Ryan Shell Thu, 15 Jul 2010 13:15:50 +0000 http://ryanshell.com/?p=2163#comment-1195 Jay, thanks for the comment. Point well made about the time window, but I'm still not a fan. I did end up having to call TWC yesterday about the issue, and my Twitter experience was a much better experience. If I had to guess I'd say the service rep online had far more training. Ryan Jay, thanks for the comment.

Point well made about the time window, but I’m still not a fan.

I did end up having to call TWC yesterday about the issue, and my Twitter experience was a much better experience. If I had to guess I’d say the service rep online had far more training.

Ryan

]]> By: Jay Baron http://www.ryanshell.com/time-warner-cable-deserves-credit-for-active-engagement/comment-page-1/#comment-1194 Jay Baron Thu, 15 Jul 2010 12:14:06 +0000 http://ryanshell.com/?p=2163#comment-1194 Awesome! Looks like the rep handled things pretty well over Twitter, even overcoming objections about the timing of the service call; if this were a phone call it probably would have been a spiraling cluster of 'whaaaarghble' when that topic came up. Having the time to craft decent responses and probe about alternatives (like the doorman) is one of the benefits of using Twitter for this sort of thing. Not to defend TW or cable companies in general; I know time windows are a pain. But here's the story behind that; sometimes techs aren't given the big picture and when they get to a service call they end up taking longer than expected, so they're usually scheduled just a handful of calls for each window. Usually everything's easy and they fly right through them, but just in case they get held up, that window goes a long way to cover their backs. Three hours is definitely pretty large though - in my org we aim for two, but on the other hand we're usually booking next-day instead of same-day service. As for the quality of of the service call and having to pay for it... well... that's -definitely- up to them to fix! Awesome! Looks like the rep handled things pretty well over Twitter, even overcoming objections about the timing of the service call; if this were a phone call it probably would have been a spiraling cluster of ‘whaaaarghble’ when that topic came up. Having the time to craft decent responses and probe about alternatives (like the doorman) is one of the benefits of using Twitter for this sort of thing.

Not to defend TW or cable companies in general; I know time windows are a pain. But here’s the story behind that; sometimes techs aren’t given the big picture and when they get to a service call they end up taking longer than expected, so they’re usually scheduled just a handful of calls for each window. Usually everything’s easy and they fly right through them, but just in case they get held up, that window goes a long way to cover their backs. Three hours is definitely pretty large though – in my org we aim for two, but on the other hand we’re usually booking next-day instead of same-day service.

As for the quality of of the service call and having to pay for it… well… that’s -definitely- up to them to fix!

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