Instagram sparks User Revolt and Lawsuit

Thursday, January 10th, 2013

Instagram, a photo sharing app, caused a user revolt when it changed its terms and conditions, claiming it could sell user photos without compensation. A lawsuit was also filed based on the restriction about users right to sue, also changed in the terms and conditions revision.

Should you train your customer service representatives or just hire caring, empathetic staff with excellent communication skills? What a question! My answer is YES. I agree that it would be preferable to hire people into the customer service organization with empathy, patience and excellent communication skills but that is not enough. You need to train your staff about your company, your policies, your tools and your processes.

Lack of senior management attention and commitment is often the main reason for customer service problems in many organizations. Front line customer service personnel are not inherently lazy, or insensitive. Customer service personnel are put in a position where they are unable to respond to customers the way they would like to, due to policies set by upper management. Failure to resolve realistic customers issues given today’s Web technology is fool hardy. Over and over again customers have shown their ability to embarrass large organizations with on line complaints.

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