Tag: Customer Service

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Digital

Complain on Twitter? Get a Quicker Response?

From Sxc.Hu
From Sxc.Hu

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 complaint on social media has potentially loads of power to you because it’s in a public forum unlike email or phone which are private. A Tweet or a Facebook post are there for the world to see so a brand really has to respond to that.”

However, he warns that complaining through Twitter isn’t guaranteed to fix your problems.

“You should also take into account that even though you get a quick initial reply from a company, you won’t necessarily get your complaint resolved any quicker.”

Read full story.

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Reviewer

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:

available

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 still showing above…

eastc2

Am I missing something?

Categories
Reviewer

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 their main shop in less than a week (and they must have enough data from my Nectar card to work out I shop for myself only!), and therefore the voucher should have at least 2 weeks on it… The following day I received:

On phoning them, they were very apologetic, and agreed that it was a strange expiry date (although according to the girl on the checkout, all like that). They offered a £5 voucher, but I said, considering the original voucher was for £10, that would be more appropriate… which he agreed to immediately. He gave me a clear idea of when the voucher would be with me, it turned up promptly, and has already been spent! Thanks Sainsbury’s (and they have also said they’ve passed the thoughts onto their marketing team… so we’ll see!)

Categories
Reviewer

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 for this, although hopefully my sister-in-law will have the information so we can get hold of my still-missing Christmas Present (which I now know was this book (posted to theirs, and then forwarded), which I’d love to have… loving my slow cooker, now I’m not cooking the same meals over and over!)….

Categories
Reviewer

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 in the dark, and it’s dark because half the lights don’t work… I tried to send an email describing which roads it was between, but this was a real case of  ‘the computer says no’. WinchesterCity tried to help… the other week it’s was finally bright when I walked down (I’ll stop getting the bus now, so won’t walk past again)… so I have sent it back into the system…