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Posted 4.14.09

How a "Tweet" Brought My Internet Back Up

A real-life example of using Social Media to Help Customers

 

by Myra Golden

Last week my Internet started dropping and it resulted in me having to stop a webcast for a client.  Because my telephone is VOIP, whenever my Internet is down, so is my telephone line. The constant dropping of the Internet was a big inconvenience for one of my clients, who had paid for and arranged to attend the webcast and it was aggravating to me, to say the least.

The Internet problems persisted for four consecutive days. And on each of those four days I called my cable company, Cox Communications in Tulsa, for help. Now, the thing about my Internet problem is, it was sporadic. The Internet would go down and come back up, usually pretty quickly. By the time I reached a live person at Cox, I’d be back online. One Tech I spoke with told me there was nothing they could do for me because at the time of my call, nothing was wrong.

Frustrated, I logged on to Twitter and posted this gripe:

“Cox Communications in Tulsa just basically told me there's nothing they can do about my modem constantly dropping Internet!!!!” 7:23 PM Apr 7th from web.

First thing the next morning, I received the following Tweet from Cox Communications:

If you need help getting your Internet problems resolved I'm here to help.

8:33 AM Apr 8th from web in reply to myragolden

 

Even though I actually teach companies how to get involved in online conversations with consumers and use social media for customer service, I was blown away with the immediate response from Cox. I was wearing my “consumer” hat and this was totally unexpected.

I couldn’t believe Cox had a Twitter account and that they monitored Twitter conversations. Not only was Cox listening, but they actually solved my problem! I learned from the Cox Twitter guy that my modem was transmitting high signals and that it was working too hard. The problem was quickly resolved with a service call, which the Twitter guy setup for me.

Now, how did the Cox Communications find my gripe so quickly? Probably, the Cox Twitter guy went to TwitterSearch.Com and typed in Cox Communications. Twitter Search offers real-time search of tweets, that’s Twitter entries. Once he typed in “Cox Communications” he was able to immediately see my tweet and he we was able to reply with an offer to help. And he saved the day for me. Not only that, but his intervention resulted in a ton of positive word-of-mouse advertising for the company. After I received his initial tweet, I posted another tweet that praised the company. Not only that, but  I shared the story with all of my FaceBook friends and now I’m sharing it with you.

Are you monitoring online conversations about your brand? If not, why aren’t you? My blockbuster webinar, “Social Media Is the New Customer Service” will put your company on the fast-track to protecting your brand credibility by listening to online conversations. The live event has passed, but you can download the digital recording right now and watch it with everyone on your customer service and marketing teams. Here are the details:

http://www.callcenterwebinars.com/socialmedia_rec.html

Here's another example of the power of Twitter for customer service.

 

Myra Golden is a highly sought-after consumer affairs advisor. A passionate consumer advocate, she is committed to helping brands listen to consumers through all contact channels-and then delivering responsive, friendly service. She has been commissioned by Fortune 100 companies in a variety of industries to reshape the service culture and to design a social media customer service strategy.

Myra has been an instrumental part of the hands-on development and planning of customer service strategy for such companies as: National Car Rental, Acuvue, Coca-Cola, Kraft Foods, Verizon Business, and Michelin Tires.

To bring one of Myra's dynamic, transformational workshops to your company, call Michael at 866-873-8419 today.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

   

About Myra Golden

Myra Golden gained national attention when she helped a client slash their corporate account defection rate by 50% by drastically reducing complaint response time, teaching frontline employees to truly see complaints as gifts, and equipping employees with solid skills to completely restore customer confidence after service mishaps – without giving away the store.

Her keynotes and training programs are hallmarked with hard-hitting analogies, thought-proving stories, and humor and she leaves audiences with the inspiration to truly make their new ideas work. Myra is lauded for consistently delivering practical easy-to-implement strategies that result in real and measurable organizational change.  

Explore Myra's Onsite Training Programs

"Myra Golden’s seminars are captivating and resourceful in complaint resolution. Her tactics should be used throughout the world!”

Brandy Warrior

Coca-Cola

“It was outstanding. I could relate to Myra and her strategies.”

Kristi Collier

McDonald’s Corporation

Myra 's program was excellent. One of the best training sessions we have attended – well presented. The session was very beneficial to our everyday job!”

Shirley Perry  

Michelin North America  

 

"Before You Hit Send!" webinar recording with Myra Golden available for immediate download

 

Before You Hit Send! 

Why so many companies blow it with customer email and how you can do better

Presented Friday, October 24, 2008 by Myra Golden

View outline/order

 

 

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