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Social media managers do not have the easy task. You must respond to Twitter and Facebook comments that are not always written in a factual tone. A DHL customer advisor was clearly in the mood.
The goods are ordered, but the parcel comes and does not come. In the mailbox is a yellow note with an invitation to collect. A customer of the German DHL parcel supplier has experienced something like this: he complained on Twitter that his parcel had not been delivered or delivered late. His tone was vulgar: "What is that shit?"
Fecal language was too much for DHL customer service. A customer advisor who looks at his Twitter account replies that the abbreviation "SL" responds in a similar tone: "The only shit is your howl!" In response, the Twitter user was informed that a "probable[es]"The arrival can not be understood as a" fixed date ". The quick answer ended with: "And now, go back to mom's chest!"
"In Switzerland, we talk to each other"
The reactions were shared. Some rented customer service, others criticized it. DHL spokesman Dirk Klasen has also been criticized. "The image" he says: "These reactions and relationships with our company's customers overwhelmingly violate all our principles regarding the polite, objective and constructive handling of customer inquiries and complaints." We want to "excuse ourselves sincerely".
BLICK spoke to several Swiss companies about their relationship with dissatisfied customers on Facebook and Twitter. Several press services said that only trained employees are sent to the "social media front".
DHL also noted that: "Something went wrong and that should not happen!", Tweeted the managers in retrospect. The reactions are perfectly understandable. We sincerely apologize! We have already taken consequences. "(Amp)
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