Here’s another social media customer service experience from my #SMstrategy14 classmate. It echoes what I wrote earlier about customer service. Some do it right. some not.

Bill's General Thoughts

It was the best of times. It was the worst of times – At least from a social media perspective.

Let me explain.

Wednesday night (Christmas Eve) at the dark and witching hour of 5:30 pm, the jam-packed Barnes and Noble Book store at the Christiana Mall in Newark, Del was bustling when this announcement came over the speakers mercifully interrupting yet another round of Mariah Carey’s All I Want for Christmas, “Attention Barnes and Noble shoppers the store will close in one half hour. Please make your way to the cash registers.”

And at the two banks of about four cash registers each stood at opposite ends of the store, ready for action, one check out person each.

Barnes and Noble Mangers flew up and down the escalators going, it seemed, everywhere but to the cash registers. And of course at one cash register one poor checkout women had…

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