The obvious and major joy of Twitter is that you get to write whatever you like and put it out into the World. Simple as.
It is also a great way to use the internet to get what you want, I come across hundreds of tweets where people are pretty much begging for free stuff (why not, if you can get it). Correctly used it is a great Social Media tool for companies. See #GiveGregTheHoliday – awesome example of companies using Twitter to their advantage and a one Mr Greg Heaslip getting free holiday goodies http://guardianlv.com/2014/05/email-gaff-leads-to-holiday-request-going-viral/ .
The perfect use of Twitter, as a corporate platform, is to use it to manage Customer Service. It is quick, direct and personal.
So when it is so easy for consumers to spout out our feelings for the entire world to see, do some companies neglect this tool?
I’ll admit that the idea for this article came from a rather heated (on my part, apathetic at best on theirs) exchange between myself and a delivery company, who for the life of them cannot manage to read and copy down a postcode correctly, leaving me without a mobile phone for over a week.
So in an act of professionalism, rather than blatantly abuse my Blog to shame said company, I’ll take the higher ground and simply use them as a Case Study for shambolic Customer Service skills:
Their customer service skills are so poor that I had to call their customer service line 3 times a day (fobbed off with lies and bullshit excuses), email them 4 times (all ignored) and exchange tweets (which they subsequently ignored) over the period of 9 days. It was infuriating to say the least. So what do I do? I out them to all my followers; I put full stops before their handle when replying, I linked friends into the conversations to spread it wider, I hash-tagged the shit out of the tweets wherever I could. All because I knew that my tweets would be seen by more people this way, shaming this awful company and hopefully getting them to react and APOLOGISE for their horrendous management.
Yet, they ignore me. I am not the only one either, just a quick scroll down their feed will show you how unhappy everyone is, and how they do the very minimum required when it comes to assistance.
They still ignore me. I received an email this morning informing me that they were happy to confirm my Formal Complaints status as: ‘Case Closed’. How can you close a case without replying to me UKMail? Hey??! How?!
All I wanted was an apology, a reasonable explanation and no more ‘passing the buck’, and obviously my phone, which I am yet to receive.
Firms World Wide, do not fall into the trap, I beg of you. It is so easy to take to Twitter and bitch and whine, which everyone is going to do at some point, but why would you IGNORE it?! Why would you exasperate the situation further by appearing like you don’t care about your customer?
I just don’t understand, but then again I hate to think people hate me so I try to make them happy. UKMail just don’t give a fuck.