Complain on Twitter? Get a Quicker Response?

A really interesting segment on The One Show yesterday, which confirmed what I have already found over the past couple of years, that companies will respond more quickly to social media complaints, often (but not always) leading to a quicker resolution. You still need to think about how you complain: The results were no surprise to social media expert Will Francis. “Companies feel obliged to respond when it’s in a public forum,” he says. “A Continue Reading →

Question for @eastcoastuk

I spend a lot of time on the train … so I’ve just downloaded 3 tickets from the Rewards system. It sounds like an easy enough process. I want the following train, and there are 2 first class ticket spaces: When I then go to the order system, where it says there should be a £0 next to available tickets, I get this for £80, and no £0 tickets… I double checked that it was Continue Reading →

Quick Response from @sainsburys

I had shopped in Sainsbury’s the week before, was given a £10 voucher, so thought I’d go back the following week and do my next lot of shopping (with a few store cupboard items to bring me up to the required £70 spend). I got to the til and was told that the voucher had expired the day before. Too tired to put anything back, I purchased, then tweeted my frustration that no one does Continue Reading →

Good Response from @royalmail

Twitter has added an interesting dimension to the customer service debate… I often tweet without expecting a particular response… This time I received a piece of mail 5 months after it was posted 25 minutes away (the church administrator was confused, as she was sure she’d posted the information before the course, but was very organised, and had a spare copy!), and randomly tweeted. I got an apology re compensation, which I’m not worried about Continue Reading →

Always Great on Twitter @WinchesterCity

Sarah, who’s behind the @WinchesterCity Twitter account, is always prompt and helpful in responding to Tweets. Last year I tried to report a dangerous path near me, uneven, with at least 2/4 lights not working, to fixmystreet. Because it’s a pedestrian walkway, rather than a road, they couldn’t get a GPS fix, so asked me to let me know the numbers on the posts… well, I can’t see them, as I only use that path Continue Reading →

Prompt Service from @DuoBoots

As I clear out around 5 years of emails, I’m coming across some correspondence and thought I’d do those blog posts I keep promising, when customer service strikes me as particularly good/bad. Duo Boots was very prompt. I saved up for 6 months for a pair of their boots (designed for all calf widths), chose them on a visit to Manchester, then on first putting them on, the zip pull came off in my hand. Continue Reading →