I’ve been accused of being a bit grumpy on Twitter recently. I suspect this is because I have (recently) being using it to reach companies I am displeased with. A recent example: B&Q. To cut a long story short, couldn’t get in touch with them, had poor in-store experience, then the store wouldn’t even answer the phone for us to cancel an order we’d made. The Twitter interaction resulted in call from the store manager, or someone seniorish within 24 hours.
It’s not the first time I’ve had better experiences through twitter than through phoning or emailing someone up. Why is that I wonder?
- Is it that it’s a ‘new’ service and team, relatively light (resource wise), plugged in to Marketing (and everyone is scared of Marketing Teams)?
- Is it that the folks who are recruited are by default optimistic, helpful cheerful people who perhaps have extended into a new field of customer service and therefore want to do well?
- Is it that the volumes of enquiries are lower, or that interaction, by the nature of Twitter is short and uninvolved? Shows you I suppose that such short missives can actually sort things out and resolve – and all conducted mostly in public
- Talking of which – is it that being public, no company wants festering dis-content searchable on-line?
So the lesson is – use twitter to try to circumvent rubbish customer service. Warning: May not work if the whole company is in dire straits and is generally awful.