How To Use Twitter effectively for customer service - a good example from Telstra
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How to use Twitter effectively for customer service

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More and more businesses are learning how to use twitter effectively, and using the social media phenomenon to interact with their customers, for some, it is working out very well.

I've written previously about how I like the way Bigpond and Telstra use their Twitter accounts.

Being a customer of both arms of the Australian company, their Twitter team has helped me out in the past, and they continue to actively encourage people to contact them through Twitter with problems which have so far gone unresolved.

A good example of this excellent customer focus occurred this morning.

How to use Twitter Tania Zaetta (@taniazaetta), Television Presenter, Actress, Bollywood Star, Media Personality, Radio Announcer, Celebrity Speaker/MC, Freelance Writer, Brand Ambassador, Business Woman Entrepreneur and Charity Founder (I'm tired just reading that resume!), experienced a problem with Telstra phone support yesterday. Frustrated, Tania wasted three whole hours (or thereabouts) and got absolutely NOWHERE, not to mention having to call back numerous times after being cut off.

I'm sure a lot of people have experienced similar frustrations with Telstra's phone support, as have I (but I gave up after about 30 minutes on hold). However, to be fair to Telstra, phone support issues are not peculiar to them (Three - are you listening? Not so much a "magic number"!).

Anyway, several people, including myself, suggested Tania contact @Telstra for assistance.

Scott, one of the proactive support staff on @Telstra, jumped on board straight away.

Result? Problem solved in minutes.

Now why could Scott achieve in minutes what phone support couldn't achieve in hours?

Tania expressed her gratitude for the help, and Telstra salvaged what could have been some bad public relations. Perhaps Telstra's Retention Department should subsidise their @Telstra channel? :-)

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Rob - JustWeb

07.01.2010
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