simple example of good customer service via Twitter

Probably the easiest way to really illustrate the power of using social media and online tools from a customer service perspective is to offer up real-life stories of such.

This following example happened to me personally and I thought I’d share it here.  As mentioned in an earlier post, we’ll continue to showcase further good and bad examples as we come across them.

I’d signed up for a new broadband service with iiNet and whilst the process had gone reasonably smoothly, my service ended up being activated well in advance of receiving the requisite hardware from them.  I hadn’t received any news or delivery tracking numbers and was concerned I was actually paying for a service I wasn’t able to use.

Hence, I tweeted the following:

Shortly after, I received the following from a mysterious ‘rogery’:

I emailed Roger my email address along with a quick explanation of what was happening why I was unhappy.

Not long after, I received an email reply, an extract of which below:

Roger had followed up for me with other iiNet staff and had answers on both the whereabouts of my hardware (I also received a tracking #) and the status of my account; thankfully I wasn’t billed until I actually logged in for the first time.

Great service, right?  What I found interesting though was Roger’s job title: “Information Systems Manager”.  Now, perhaps they have unusual titles at iiNet, but to me that doesn’t sound like a customer service rep or someone whose main job is monitoring social networks for unhappy customers.  It sounds more like iiNet have taken the time to train their staff in the importance of the medium, and staff have enough buy-in and wherewithal to pro-actively follow-up.

Anyway, well done Roger and iiNet:  the service is now up and running and I am writing posts about my happy experience!

Finally, as a little ‘PS’ to the story, once I was online @rogery followed up one further time: