| What's the point in Twitter? on 19:43 - Jun 30 by w7r |
My daughter used it to great effect with BA , she got a response pretty darn quickly from them |
For a while, I was responsible for managing my employer's UK Twitter site.
I had a run in with a senior colleague when trying to sort out a problem a member of the public had with our consumer security software; the member of the public had tweeted about their problem. The senior colleague argued that it was not company policy to handle issues users flagged up on social media, banging on about how customers were supposed to use a link on our website.
I pointed out that if we were going to have a social media presence, especially one which described itself as our Twitter customer service site, we *would* be treating issues raised there just as seriously as those reported to us by other means. The colleague was a pompous, bureaucratic b3ll end, backed down pretty quickly, and to his credit, knuckled down and sorted out the customer's problem. |  |
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