Comments on: Should your business use Twitter for customer service? http://www.markshaw.biz/should-your-business-use-twitter-for-customer-service/ Author, Speaker, CEO of EngagementIndex, Mission to Raise the customer service bar Mon, 23 Jan 2012 10:11:00 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Nicky Parker http://www.markshaw.biz/should-your-business-use-twitter-for-customer-service/comment-page-1/#comment-1756 Nicky Parker Fri, 26 Feb 2010 15:07:37 +0000 http://www.markshaw.biz/?p=1162#comment-1756 I think companies who don't use Twitter to help with improving customer service are missing a trick. Mark - you have tweeted about great experiences you have had when tweeting about problems you are having and then somebody responds, offers a solution and you're impressed. Recently I had a problem at M&S in Camberley and then tweeted about it. They do tweet but obviously not at the weekends! Or maybe they do and don't search on their name - anyway, they didn't respond, and I was disappointed. This was their opportunity to redeem themselves. Under promise and over deliver! That's got to be the answer ... I think companies who don’t use Twitter to help with improving customer service are missing a trick.

Mark – you have tweeted about great experiences you have had when tweeting about problems you are having and then somebody responds, offers a solution and you’re impressed.

Recently I had a problem at M&S in Camberley and then tweeted about it. They do tweet but obviously not at the weekends! Or maybe they do and don’t search on their name – anyway, they didn’t respond, and I was disappointed. This was their opportunity to redeem themselves.

Under promise and over deliver! That’s got to be the answer …

]]> By: Gordon Wheaton http://www.markshaw.biz/should-your-business-use-twitter-for-customer-service/comment-page-1/#comment-1172 Gordon Wheaton Fri, 28 Aug 2009 07:57:23 +0000 http://www.markshaw.biz/?p=1162#comment-1172 Customer service updates are essential on Twitter. You can do without a phone, instead of having to hold on and listen to "All our agents are still busy, but your call is important to us." But you are right you do have to be properly trained. Also it is a good way to promote yourself and your company. If you put up a message saying "We are offering a deal whereby you can have this number of products for such and such a price" it can be very effective. It will get to so many more people than it would otherwise. Customer service updates are essential on Twitter. You can do without a phone, instead of having to hold on and listen to “All our agents are still busy, but your call is important to us.” But you are right you do have to be properly trained. Also it is a good way to promote yourself and your company. If you put up a message saying “We are offering a deal whereby you can have this number of products for such and such a price” it can be very effective. It will get to so many more people than it would otherwise.

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