For the most part, Twitter is a site where narcissists and spambots bombard other narcissists and spambots with mindless observations and pornography. It’s a dirty hodgepodge of tweens worshipping Justin Bieber and herds of hashtagging sheep following any and all “trending” topics.
But through the prepubescent muck there is a glimmer of hope for Twitter users, and it comes in the form of good customer service.
I know; I couldn’t believe it at first, either. But I have personally experienced good customer service on Twitter with two companies: Dish Network and Charter. Both have Twitter accounts run by representatives who are quick on the draw at responding to customer inquiries and complaints.
I’d been following both ever since I signed up for their services in October. A lot of companies and organizations now use Twitter as an informal way of updating the public and communicating with loyal customers.
My concerns stemmed from the fact that I’m moving across the country in eight weeks and didn’t know what kind of penalty fees I was facing from Dish and Charter.
I first contacted Dish, who responded within five minutes. After private messaging them my account information and phone number, the representative I was Tweeting called and made a deal with me.
Instead of charging me the $300 termination fee, he put me on the “Welcome Pack” plan, which will only cost me $10 a month. Basically it’s a holding fee until my roommate and I find an apartment (which will be no longer than three or four months).
Jason, the rep, was quick, courteous and very understanding the whole time. He gave me his direct number and the days he worked in case I needed to get back in touch.
Next was Charter, my internet service provider. I wasn’t sure if I was under contract with them or not. Apparently I’m not, meaning there will be no fee when I cancel my service with them. That’s all I needed to know, and it only took a few minutes.
So there you have it – two successful customer service stories thanks to Twitter. If you have a Twitter account, start following the brands and services you use. You’ll be surprised at what kind of response you get.
