Category Archives: Funny

Using Twitter for Customer Service

Hello World!

Something interesting happened recently that I felt the need to tweet about regarding Virgin Media, and their use of twitter for customer service. Customer service on twitter is a new but valuable tool. It means average joe’s like you and me can get the service we really need, but it still raises the question of “Why has it come to this?”. This blog contains some information as well on how to use twitter to get that customer service.

To take my example, my awesome 20mb Fibre Optic connection seems to randomly drop for a few hours every now and then. 4 conversations with their support number, I was told a whole range of excuses including “There’s nothing wrong, we can connect to your modem fine” all the way to “there is a known problem and it will be resolved shortly”. No matter how many times I’d argue that there’s some deeper issue, I’d be shunted away like some annoying rat. When asking to speak to someone above the 1st line support engineer, I’d be told that’s not possible…

So in my frustrated mood, I took it to twitter:

 

 

 

 

Within 1 hour, a virgin media representative replied asking for more information:

 

 

 

 

 

 

 

 

 

A few tweets and an email or two later, I had an email apologising and admitting there is a major issue with my line and an emergency engineer will be sent out to help resolve this issue ASAP, with priority treatment.

Wow! It worked! When I tweeted, I didn’t really expect anything to happen except for some customer service guy to see the tweet and reply saying sorry or something, but to actually put effort into resolving the issue with urgency was really key. From their point of view, it’s a necessity. Let’s just say stephen fry randomly wanted to retweet my comment to his millions of followers, that hurts Virgin Media a LOT. There are 2 reasons why I dislike customer service on twitter:
1) It feels like the company are only doing it to protect themselves, NOT to give you the service you should be getting
2) On 4 occasions, their own support desk failed in helping. Using twitter should not be a last resort when the user is already frustrated and angry….

Social media is still in it’s early phase, though for customer service it’s becoming crucial. The days of support desks with 0870 numbers are limited due to social media, where a company can reach out to it’s customers on their own ground. The best businesses for customer service are those embracing social media without question, such as BT, VM, KLM Airlines etc… Within the next 10 years, every major business will host their customer service through social media platforms, and this allows the customer to get what they want and to be treated like someone of importance rather than the “annoying rat” feeling I got after the Virgin Media call!

So, for people who have never used twitter, and don’t know how to, though have something to complain about, here’s my advice:
1) Sign up for a twitter.com account (free and easy)
2) Google the company name and twitter. For example: http://www.google.co.uk/search?sourceid=chrome&ie=UTF-8&q=virgin+media+twitter – This will bring you to that businesses home twitter page
3) Make sure there’s a blue tick to the right of their name on the twitter page (check the Virgin Media one for a comparison). This proves it’s not a fake (example below):

 

 

 

 

4) Click on the cog wheel just above their tweets, and select “Mention [company]”
5) A new popup box will appear with @companyname
6) Fill in the tweet with information about your problem and why you’re frustrated
7) That’s it. Submit the comment, and every now and then check what mentions you’ve had in twitter ( http://twitter.com/#!/mentions ) to see if they’ve replied!

If you already know the companies twitter name, without having to go onto their page, just create a new tweet and type in @companyname with the rest of the information.

Would be interested to hear whether anybody else has had similar twitter experiences as well so feel free to comment! (You can login using your facebook to comment in theory!)

:)

Tweet me @thejsug !

I pirate music – Will bands hate me?

Ok, on the face of it the answer will be yes. I download music illegally, and thus the band doesn’t receive the royalty. Technically, I’m a criminal.

Now let’s look into it a bit deeper. In my case, I go to a LOT of gigs. Gigs not only cost a lot more than an album, but a bigger percentage of income from gigs go to the bands rather than albums which goes to record labels.

A lot of these bands I see are quite small in England, such as Escape the Fate for example who I’m seeing for the second time in a few weeks. Without downloading their music illegally, I would never have heard of them. Without hearing their music, I would never be going to their gig, thus bands are getting more money from me because I download their music illegally…

In fact, the ONLY bands losing out, are ones where I download their music illegally and don’t like it so I don’t go see them – But for me, that’s what life is about. You don’t like something so you’re not going to pay for it! No one buys clothes that don’t fit right? Why should music be any different?

There are a lot of people that download music and don’t see gigs – I’m not justifying what they do, but to be honest I’m a bit tired of an older generation looking badly at me personally because I download music illegally. Do some maths, work it out – Here are the gigs I’ve been to see below:

Shinedown (times 3)
Papa Roach (times 3)
The Crave (times 2)
Korn
Stone Sour
Avenged Sevenfold
Alter Bridge
The Veer Union
Puddle of Mud
Dommin
H.I.M
Foo Fighters
Soil
Theory Of A Deadman
Skindred
Escape The Fate
Hollywood Undead
Drowning Pool
Sevendust
Digital Summer
Choker
Madness
The Subways
The Strokes
System Of A Down
Marilyn Manson
Eminem & D-12 (A loooong time ago!)

Soon:

Skindred
Disturbed
Papa Roach
Buckcherry
Halestorm
Escape The Fate

I’d average each gig at about $40 to $50… You do the maths :)

Just to finish on a good note, a vid of my most recent gig below. Stone Sour (singing through the glass!)



Tweet me @thejsug !