Richard Maun – Twitter Power!

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Twitter Power!

13 June 2011

Make you own customer service department with Twitter!

Make you own customer service department with Twitter!

Hello there and I hope Crow looked after you nicely with his blogging over the last two weeks. He makes such a fuss when I ask him to step in for me, complaining that his beak gets sore with all the typing, but I’m sure he loves it really…

Now I was reminded of the power of Twitter this week when I used it to complain about @DolphinMusic who had supplied me with the wrong guitar cable. They were also two weeks late with the delivery, so I was not terribly happy with their service and duly complained using their email address for Customer ‘Service.’

Nothing happened.

I wasn’t serviced.

So, I decided to tweet them and complain loudly about what I considered to be poor service and – (as Cilla Black would have said) surprise surprise – I had a response within a couple of hours asking for my details and email address.

On supplying these, the Sales Manager (a nice chap called Andrew) emailed me to apologise and then sent me a new, top quality cable FOC that day….which really was good customer service.

And the moral of the story?

If you’re not on Twitter – who is complaining about your service …and you’re not there to hear it?

Twitter is a force for good and is a great way to reach organisations that could remain faceless and uncaring. I didn’t even know Dolphin Music had a Twitter presence…I just took a chance! And I knew if they were out there, they wouldn’t want to read bad PR in the timeline that I share with 1,500 followers! They didn’t!

So, next time you need to complain – use Twitter. It works.

And if Crow ever complains about me – I’m on Twitter @RichardMaun so I’ll see it and can forward it on to customer services. They can send him some ointment for his beak. He’d like that!

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