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***
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