Arrogance can be a major turn off for anyone, and it's no different for the customers of an answering service.
However, when it comes to online customer services, companies might not even realize that they've been getting things off on the wrong foot, as Cesare Mainardi said in a feature recently published in the Wall Street Journal, because they haven't taken the time to learn the new medium.
"Going online with a '9-to-5,' traditional command-and-control mind-set is an almost certain recipe for disaster," Mainardi said in response to the question of what a company's biggest social media mistakes are. "Maximizing the potential of social media requires a real reboot in the mind-set of your company and how it connects with employees, users, customers and the broader public."
When it comes to an online presence, social or not, it's worth it to locate the professionals who know the ins-and-outs of this kind of service well and won't make embarrassing mistakes on behalf of your company.
For example, the Chicago Tribune featured an article earlier this month in which Scott Kleinberg noticed, among other things, that just because an offending message or tweet is taken down doesn't mean the damage that it's done has been magically taken care of.
Not only is there probably still a record of the "problem content" out there stored for someone to access, the public memory will still most likely have absorbed it somehow, and acting as if there's a magic fix is another example of arrogance.
Inexperienced companies may act like they know everything about a platform they don't because they're lazy, or they are afraid to devote the time to learn it specifically. That's where those who are skilled in online customer services can step in.