Don’t Let Customers Become Angry Birds on Twitter

Written on:September 7, 2011
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Recently I learned a hard lesson in customer service. A customer tweeted me about an issue experienced after an update. I replied in 140 characters as my tweet field dictates and attempted to help. I thought it was a perfectly pleasant tweet, but I was met with a reply that included "please don't insult my intelligence."

I was left scratching my head. Where did my attempt to help go wrong?Then I realized there were two things working against me…

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