(Queen Narcissa Post, just an FYI)
Let’s talk about outrageous customer service Twitter style
Everyone’s been there. You’re watching the morning news (in this case, KHQ local news was doing a series of spots on the Jersey Boys which opens tomorrow night right here in Spokane and being a theatre buff, I was totally stoked to see the spots, but alas…), the wind is blowing something fierce and BAM. The screen goes dark. Well, actually, the screen basically said something about this channel being unavailable and should be returning soon. Enter twitter. Enter outrageous customer service on Comcast’s part.
What’s a tweeter to do?
So, what’s a tweeter to do when the cable goes out? You guessed it. Tweet Comcast. What else? And here’s where the outrageous customer service comes in. Within one minute of my tweet to Comcast, good old @ComcastWill (or whoever is playing Will today) responds. Record time. The tweet asks me to DM (direct message for you not so tweet-literate) my address and zip. In order to do so, @ComcastWill must be following me. Even if he only follows me for the duration of our interaction and then clicks the old unfollow button, that’s a pretty smart “Will”, wouldn’t you say?
It gets better
After DMing “Will” my 411, “he” acknowledges receipt (immediately) and privately DM’s me about two minutes later letting me know they are aware of the problem and working on it. “He’s” honest enough to admit Comcast does not have an estimated resolution time. That, my friends is outrageous customer service. The whole interaction took less than five minutes and “Will” was Johnny-on-the-Spot. As someone pointed out to me, Twitter, in this case was much faster than calling a trouble ticket in to Comcast. (Ugh, can you imagine the hold music/advertisements at 6:30 AM? I shudder to think).
Moral of the story
And the moral of the story, one which I need to take to heart a little more myself, is to give outrageous customer service to your own clients. Watch for and listen to those online mentions and to act on them with speed an alacrity (redundant?). We rail against the Comcast machine and monopoly but, how exactly do you rail against an organization that responds to your needs or acknowledges you in record time? So, the next time your phone beeps or something flashes on the screen letting you know someone has mentioned you on Twitter, get on it. Don’t waste time. Your followers will be most grateful.