January 30
by Torben Rick
Categories: Customer Service
Tags: Customer Service, Social Media.
Deutsche Bahn is facing huge customer service problems due to delays, disturbances, overheated trains, malfunctioning reservation system, redirects etc.
A new service now collect opinions about Deutsche Bahn from Twitter. If hastag #bahn or #db have been used on Twitter than Train Tweets shows all the tweets.
More about the project: Tweetet aus allen Zügen! (German)
Related posts:
- Are customers getting in control
- Chasing complaining customers on social media
- Customers aren’t just simply customers, they’re influencers
- Customers are airing their complaints through social media
- How to use Twitter for customer service
This entry was posted
on Saturday, January 30th, 2010 at 11:55 am and is filed under Customer Service.
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Hello Torben
Social Media gives public access and channels to vent complaints, and this seems similar to problems with EuroTunnel as well as issues Dell had. The question remains whether businesses are prepared and know how to handle customer service issues and manage a PR disaster that comes afterwards. I believe managing customer service issues and PR disasters using SM should be part of any business strategy today. So what is Deutche Bahn’s stance on this?
Best wishes
Varsha
@vpeshavaria