Twitter – and good customer service
I’m really impressed with the way that companies use Twitter to connect – really connect with their customers. Andrew told me about his own personal experience of excellent and speedy service through Twitter.
Andrew has a really slow broadband connection – as i do – we both get about 1/2 mb each. so VOIP calls can sometimes be a bit torturous with the latency. I feel like speaking simplex sometimes “Roger”, “Over” “Over and Out”, its sometimes so bad. Well Andrew complained about the speed of his broadband service
then look how long it took BT to respond to him…
then after a few tweets on Friday morning from BT and a visit on Tuesday evening, Andrew tweeted…
BT even came down a few days later to check the connections in the road. Again, excellent response to their customers.
Companies could certainly learn from this type of positive customer service and response using Twitter. this is an amazing example of just how Twitter can be put to good use to change perception and improve satisfaction of a service, product or company.
Companies have a lot to learn here, but well done BT for being so responsive and getting great customer satisfaction from just one Tweet. nice one…
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Eileen Brown is the CEO at Amastra and Author of Working The Crowd: Social Media Marketing for Business. She also writes the Social Business column for ZDNet.
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