13 Jul 2012

A lesson in Tweet wrangling from O2

I was one of millions of customers deprived of mobile phone service this week by a catastrophic failure in O2’s systems. While it’s not yet clear what went wrong, what went very, very right was the way O2’s team handled the barrage of criticism and, in some cases, brutally offensive attacks on Twitter.

Faced with incensed customers baying for blood O2’s Twitter team responded with good humour and honesty. In fact, they acted like real people instead of the, far too often, faceless corporate automatons one usually encounters in customer service positions. Not just real people, but really likeable people. With incredible patience and grace under pressure.

A great lesson in how social media outlets can give a real, human face to otherwise faceless brands.

***caution – very offensive content below***