DHL: customer abused on Twitter by customer service

imago / editing

"The only shit here is your roar" – the DHL service performs backups

Philip Buchen

The life of a customer service representative is not easy: every day that he greets complaints, customers never praise him. The same is true for social media employees who have to respond to frustrated customer requests from their Internet business.

Many social media managers have already prepared ready-made sample sentences for the different surveys.

This dialogue between a DHL customer and the parcel service manager became very personal on Tuesday:

The accursed DHL customer from Lengerich, North Rhine-Westphalia, informs watson: "The basic idea was that I would receive a package yesterday between 10 am and 1 pm Just before 1 pm, I received an e-mail informing him of the delay in delivery of my package Similarly, I have not been updated on the follow-up page before tonight at 11 pm I was at home early to because of the package, otherwise no one would be there and I would be there for I needed my work on the PC. "

Apologies that he has not yet received. The abrupt response of the DHL account has caused a stir in the network. In addition to many indignant reactions, other companies also spoke:

watson sent a request to DHL regarding the incident – the company reacted quickly: "This response and the way we treat our customers
Society violates mbadively all our politeness,
objective and constructive treatment of customer requests and complaints. "

The Bonn-based company is considering taking legal action against the angry Twitter account manager. In the future, DHL employees should no longer have direct contact with customers.