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Sheri: customer service, one tweet at a time
February/2/2010 at 2:45 pm
Sheri Tickles with her daughter, Brianna, who is 3 years old.
Sheri Tickles, Executive Customer Assistance, GM Operator Services & Social Media
Learning to listen: I majored in psychology in college and worked for two years as a social worker before joining GM. The issues I handle at GM are definitely different than what I saw as a social worker, but I think my background taught me to listen. I learned how to talk with people and understand their concerns.
Outside interests: My husband and I have two daughters, 3 and 2 years old. Our family also has two rescued beagles and a cat. Starting in April, we head out lots of weekends for camping trips.
Facebook vs. Twitter: I use Twitter, but Facebook is my favorite. I’m on Facebook every day. I love being able to keep in contact with so many of my friends, especially since I don’t have time to talk with all of them on the phone.
If you had told me 15 years ago I would be working for GM, I would not have believed it. I graduated from Wayne State University with a degree in psychology and worked for a couple of years as a social worker helping troubled teen-age girls. I joined GM in 1999, and I love working here!
I’ve been working in Customer and Relationship Services (CARS) for over 6 years now. My main responsibility is Executive Customer Assistance (Exec CAC), and now, Social Media. The Exec CAC team helps address customer service issues that were sent to an executive. In November, CARS launched a new project for social media. We have six agents who search Twitter and GM’s Facebook accounts for customer complaints and questions. You can follow us on Twitter @GMCustomerSvc, and if you’re on Facebook, make sure you become a Fan of GM and all our divisions!
It can be risky handling complaints on social media because it’s so public, but it’s something we have to do. A few years ago, when customers had problems, they might complain to a few people. Now, with social media, they can update their Facebook status and it gets sent to all of their friends in matter of seconds.
It’s important for us to try to reach those people on social media to build a solid presence and reputation for GM. So far, the people we’ve contacted have been very receptive. I think they’re pleasantly surprised that we care about their issue. After being contacted by us, one customer posted a comment on Facebook that our customer service was everything that Honda’s was not. It’s rewarding to get that kind of feedback.
When I’m not handling customer service issues at work, you’ll often find me outdoors. My husband and I both love to go camping. We have a camper, no tents! I like the more rustic state parks, but we have two daughters, 3 and 2 years old, so lately we’ve been going to Jellystone-type parks.
Sheri Tickles with her daughter, Alyssa, who is 2 years old.
They have an indoor pool, a playground, wagon rides and Yogi bear, which the kids love. They also have free internet access, which helps me stay connected. I’m still not sure whether that’s a good thing or bad thing!
Christy Garwood
Feb 2nd, 2010
Sheri, it is great to hear that you are addressing customer complaints via Social Media!
from a friendly co-worker. – Christy @ GM
Andy Gillett
Feb 3rd, 2010
Sheri, I’m so glad to read a post about someone who is REALLY doing something for our customers. So often we hear complaints from customers who feel helpless, or like there concerns aren’t being handled. I work on projects that are 2-4 years ahead of production, so my “customer” impact feels very small because I hardly ever directly interact with them. I hope that you are encouraged by the real customer impact you have and keep up the good work! -Andrew @ GM
Judy Miller
Feb 3rd, 2010
I love reading that GM has someone doing this type of work. Thank you for contacting our customers and working with them to resolve their issues. Sounds like a fun but sometimes challenging job.
I am glad GM is also keeping with the times and exploring, learning and using social media to communicate with our customers.
Keep up the great work.
Judy (fellow GM employee)
Chris D'Angelo
Feb 3rd, 2010
Sheri, great job. Keep it up.
Chris @ GM
Debra LaLonde
Feb 5th, 2010
Sheri,
What a great article – glad to see GM getting right out there with the customers! I spent 4 years in Executive CAC and loved it as you truly are the face of GM when you’re talking to the customer. It’s so exciting to see the ability for technology to get us up close and personal with the customer. In the past they’ve gotten used to form letters and canned responses…this is so real and so caring! Keep up the great work – I have the most respect for what you are doing! We all need to stretch ourselves and pull our customers back one at a time!
Cindy McColley
Feb 5th, 2010
Sheri:
Outstanding introduction of your service on behalf of GM to the social community! You are authentic and caring and that is a winning combination for the social community, GM owners and potential GM customers.
Great job!
Anne Bailey
Feb 5th, 2010
Sheri, ground breaking work!
I am so proud of this company when I see us doing the right things and this is definitely, THE RIGHT THING.
Thanks for bringing your passion into play, Sheri!
Dan Monette
Feb 5th, 2010
Hey, Sheri! I’m very impressed! What a great way to proactively reach out to our customers. Good luck!
Mark Sowers
Feb 8th, 2010
Nice to see General Motors is truely concerned with custormer service. Even nicer to see a dealership respond so effexctively to a problem. I wanted to put a plug in for the sevice department at Chevyland Shreveport LA. They are probably the best I have seen in my many years as a customer and employee. Great Job!! Mark Sowers
James Gregory
Feb 12th, 2010
Why does GM mot have a 3500 Dualy Crew Cab with a short box. Alot of RV people want the short box for parking.
Customer Service Blog
Mar 6th, 2010
How risky is blogging really? Blog firings are relatively rare. In a recent survey of 279 human resource professionals by the Society for Human Resources Management, just 3 percent of companies reported disciplining bloggers and none reported firing anyone for blogging. You’re more likely to get in trouble for fooling around online or downloading music at work. About half the companies in the survey said they’ve fired or disciplined employees for Internet use that was unrelated to work duties.