Google ‘twitter for business use’ and you’ll see pages upon pages of best practices and case studies about business’s who use Twitter. Comcast gets it. I had an issue with a remote that the customer service center would not replace for me in person. I tweeted about it and mentioned @comcast along with it. Within minutes, @comcastbill replied and asked a few questions, followed by a DM that asked for my address to ship the remote I needed next day via UPS.
For some reason, the remote that was shipped did not arrive next day. I hopped back on twitter and shouted over to @comcastbill that the remote had not come in. Instead of back tracking his story, putting me on hold, or making excuses; he simply said I won’t waste time digging up what happened. I’ll ship you another remote- here is the tracking number. The original remote actually ended up coming in about 3 days later. Turns out that UPS delivered it to the wrong address and it had to be re-routed.
Being able to make quick decisions without having to bounce back to a manager or supervisor for approval coupled with a quick and effective response was the key to making this service engagement a success. Congratulations Comcast you guys have gotten customer service by social media right!
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