How To Use Twitter effectively for customer service - a good example from Telstra
How to use Twitter effectively for customer service
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More and more businesses are learning how to use twitter effectively, and using the social
media phenomenon to interact with their
customers, for some, it is working out very well.
I've written previously about how I like the way Bigpond and Telstra use their
Twitter accounts.
Being a customer of both arms of the Australian company, their Twitter team has
helped me out
in the past, and they continue to
actively encourage people to contact them
through Twitter with
problems which have so far gone unresolved.
A good example of this excellent customer focus occurred this morning.
Tania Zaetta (@
taniazaetta), Television Presenter, Actress, Bollywood Star, Media Personality,
Radio Announcer, Celebrity Speaker/MC, Freelance Writer, Brand Ambassador,
Business Woman Entrepreneur and Charity Founder (I'm tired just reading that
resume!), experienced a problem with
Telstra phone support yesterday. Frustrated, Tania wasted
three whole hours (or
thereabouts) and got
absolutely NOWHERE, not to mention having to call back numerous times after
being cut off.
I'm sure a lot of people have experienced similar frustrations with Telstra's
phone support, as have I (but I gave up after about 30 minutes on hold).
However, to be fair to Telstra, phone support issues are not peculiar to them
(Three - are you listening? Not so much a "magic number"!).
Anyway, several people, including myself, suggested Tania contact
@
Telstra for
assistance.
Scott, one of the proactive support staff on @
Telstra, jumped on board straight
away.
Result? Problem solved in minutes.
Now why could Scott achieve in minutes what phone support couldn't achieve in
hours?
Tania expressed her gratitude for the help, and Telstra salvaged what could have
been some bad public relations. Perhaps Telstra's Retention Department should
subsidise their @
Telstra channel? :-)
07.01.2010
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