Dealing with customer problems

Recently in the UK one of the big mobile operators, O2 suffered a damaging communications failure which brought disruption to many of its 23 million customers. Being media savvy many took to damaging twitter messaging to express their dissatisfaction, especially as the O2 website slipped out service for a while due to high demand. What was interesting was 02’s response to the barrage of criticism – they opted to respond to these social media messages by taking a quirky self-deprecating manner and responding using a personal tone. Did it work? Continue reading