Dealing with rude customers – lessons from O2

The Eptica Customer Experience Blog

English: Logo of Telefónica Europe

When it comes to crisis situations social media is now the front line for customer service. Issues spread quickly on Twitter and Facebook (and company message boards) and are visible to the entire world, drawing in other people who might not even be affected by the original problem. So the risk of damage to a brand’s reputation amongst potential customers and the general public is extremely high.

We’ve recently had a run of major issues for big brands to deal with – from the RBSIT failure to dissatisfaction with the behaviour of banks such as Barclays and G4S’s inability to recruit enough security guards for London 2012.

O2 is the latest company to face a customer service crisis when its core network went down for 24 hours last week. Due to the nature of the fault not all users were affected at once, but the problem grew…

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