10 October 2012 - 5:20pm | posted by | 4 comments

The best examples of hilarious customer service on Twitter: O2, Sainsbury’s, East Coast Trains

Yesterday, O2 sent some of the best customer service tweets I’ve seen for a while, replying back in slang to a complaint.

This isn’t the first time that O2 has outdone itself on social media: when the O2 network went down one customer suggested that the brand have intercourse with their mothers…to which O2 replied ‘she says no thanks’.

Here we take a look at some other fantastic customer service moments on social media.

Creative Review: 

O2

O2

In this most recent example, O2 decided to speak the language of the user...and receiving over 810 retweets for its efforts.

How the conversation develops just adds to the fun.

Sainsbury's

Sainsbury's

When October Jones complained that his chicken sandwich from the supermarket "tastes like it was beaten to death by Hulk Hogan", Sainsbury's was quick to apologise...

Later, another Sainsbury's corporate account replied to the tweet with a phone number for Jones to call, saying it was sorry he " had to wrestle your way through the sandwich."

Nice. Although sorry Hulk Hogan lost his sandwich squishing job.

East Coast Trains

East Coast Trains

You know the feeling...your train gets delayed because there is a massive downpour of rain.

You decide to blame the rail company in an angry tweet.

Erm...maybe don't try it with East Coast trains.

Smart Car

Smart Car

Smart Car used stats to prove one tweeter wrong, leading to hundreds of tweets and good publicity for the brand.

It also taught us all something important. Stay away from emus. Especially if they are in groups of 45,000.

O2 (again)

O2 (again)

As mentioned above, this comes from when O2 was suffering from network failure.

This was just one example of abuse that O2 responded wittily to during the downtime shenanigans...and when praised for the handling of the tweets, theO2 Twitter handler replied 'I need a hug.'

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Comments

11 Oct 2012 - 15:50
emlog13034's picture
1
comments

Brilliant! Absolutely bloody brilliant. Not sure my COO will let us handle customer services in this way though. Dagnamit.

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12 Oct 2012 - 15:02
jasonstone's picture
68
comments

Worth looking at @Betfairpoker too... a very interesting approach to corporate communication.

But is it only a question of time before an edgy comment backfires?

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12 Oct 2012 - 21:49
Navar15775's picture
1
comments

https://www.facebook.com/matthewnavarra/posts/10151242097525186

My own favs and thoughts on this here...O2 tweets today.

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7 Nov 2013 - 02:45
tende75144's picture
1
comments

East Coast Trains was the best!! ..some customer complaints are simply that - someone having a bad day with an urge to take it out on anyone in line of fire.. ..those are sometimes the hardest to diffuse..

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