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We all have problems with DHL from time to time. A package is not delivered, but no one says it. Or we wait for hours at home, we do not leave the apartment – but the messenger does not ring anymore and brings the package right to the store or elsewhere.
A similar case happened to a customer who calls himself Twitter @ShortByteYT. He complained to DHL that his parcel had not been delivered or delivered late. Although he has removed his original tweet – you can nevertheless understand the tone in which he had to make his complaint, based quite well on the answers of DHL. It does not seem to have met the standards of a nettiquette – DHL's social media employee at least broke the collar:
The only shit here is your scream! "Presumably" (as demonstrated demonstrably and habitually in standard maritime transport) to perceive as "fixed data", already borders much the loss of reality. And now back to mom in the chest! ^ SI #wann?
– DHL package (Package @ DHL) November 28, 2018
Humming, who was the first and attracted the attention of other Twitter users. Some have found such a reaction very rude and unprofessional, others celebrate it. Meanwhile, Snickers Germany, who recommended eating one of their chocolate bars and Lieferando, who recommended a meal of reconciliation.
However, DHL's social media manager has caved in and is justified with this tweet:
One does not start his respectful request with "What is shit like this?" – I just reflected how you badign me. So, you do not seem to like it yourself, so it was time for someone to think about you. #bittegerne ^ SI
– DHL package (Package @ DHL) November 28, 2018
DHL spokesman Dirk Klasen can not laugh at it. Klasen to BILD:
"These reactions and our relationships with our customers violate all of our principles regarding the polite, objective and constructive handling of customer inquiries and complaints, so we can only sincerely apologize to our customer, because such a tone is not tolerable for us.
We are currently reviewing the immediate consequences of employment and the employee will no longer work for us in a zone of direct contact with the client. We also have a responsibility to all our customer service colleagues who, every day, with great commitment, try to satisfactorily meet the most difficult demands and to help our customers.
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