Collecting unhappy Deutsche Bahn customers from Twitter
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.
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
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