I had lost hope in a few things… until today
Feb 3, 2009
Today I had trouble with my DSL connection at home (which wasn’t really a problem it was me just being an idiot). A technician was suppose to come to the house in the afternoon, the Filipino call centre operator told me he’d call before he arrived, the phone never rung and it was mid afternoon, so I thought mmmm Telecom NZ is on Twitter…maybe they can help.
I told my friend Cam I was going to send a public message too them, both of us laughed, ‘There is no way they will respond’. This is the message I sent.
@telecomnz A technician was coming to my house this afternoon hasn’t called can you tell me what time he’ll be over. case # 18040894 thanks!
Within a few minutes I had my response..
@timkelleher Hi – I will DM you to discuss.
This message then gave me hope about Twitter, and how it actually proved helpful.
It also gave me hope in Telecom, I didn’t actually have to listen to hold music for 20 minutes, It took PR to a new level. I’m not sure if this is just a single employee who thought it was a good idea to use twitter or because he had read it was ‘trendy’ in the latest seminar but hopefully they thought this was a serious move.
I’ve been thinking lately that customer service will be the difference in these ‘tough economic times’.
It was a good experience. Nice one Telecom and I’m a little sorry for my previous post on how I said you copied TV ads.
Don't be lazy - let the world know what you think...