customer service

Social customer service done right

This post is to say a quick thank you to Chiltern Railways. A little odd, I know, but sometimes you just receive good customer service and these rarities should be celebrated.

Thursday night was a bit of a #fail for me. After a busy week and one too many wines after work, I fell asleep on the last train home. Having woken up just as the doors were shutting at my stop, I sprinted off – pretty pleased with myself that I’d not stayed asleep all the way to Banbury. Then to my horror, I realised I was bag-less.

Any girl will back me up here – my handbag is my life. Car keys, house keys, purse, ID, kindle, make-up….the list goes on. So combine the loss of this, with the late hour, and you have a pretty upset PR girl on your hands.

So to get to the point. I get home at 1am and try to call Chiltern Railways on any possible number I can find. Of course they aren’t open. So in what I felt was a stroke of genius I decided to tweet @chilternrailway and ask them what I should do. I then put myself to bed thinking all hope was lost.

I wake up the next morning to find a tweet from @chilternrailway advising me what I should do. Bearing in mind this was 6.30am, I was pretty impressed. I then proceeded to have a -albeit short – back and forth conversation with them. And I’d like to note here that this was a good five and a half hours before any sort of office opened that could help me.

So the point of my story is about using Twitter for customer service.These guys were responsive, helpful and that all important one – personable. They were responding to me like they actually cared about the loss of my bag (I know working in PR I shouldn’t be a sucker for these things, but it really does work!), and most importantly, they were available when no-one else from the company was.

Let this be a lesson to all of you out there: Twitter is a hugely valuable asset for maintaining excellent customer service. Oh, and don’t leave your bag on the train.

Read, love, share.