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That is something totally real, I have seen how people complain directly on social networks about a bad or a lack of attention when they call customer service, that says a lot to other users.
If you invest properly in customer service, it is certain that, as you say, you will improve the image of the brand, and when I say investing, it is not having 200 agents, it is having the necessary ones with good pay and correctly trained.
The development of a brand is not only from the networks, but it is also from within and there is nothing more personal for a brand than customer service, I have seen how clients say that they were excellently attended to by the customer service department and That's one of the things that got them hooked on the quick response brand.
I have always felt that customer service is not taken seriously in companies, many people are not suitable for that job but there are others who are, and those who have the skills are not paid what is due to keep them in the position.
Before being a community manager I was a customer service agent, that is, I have gone from one place to another and many times I work as a customer service agent in the networks, but it is not the place for that, what does this mean to me? That the customer service people cannot cope or are not enough to do the job correctly.
I agree. That is why we really allocate a budget for their quarterly training. It is a good investment, I must say.
Exactly what I've been saying from the very start. The higher-ups are hard-headed and they are not open to suggestions. I'm not even suggesting an impossible task.