This week Telstra Customer Support did not make many new fans. Through the actions of 1 customer support rep, they became known all across the globe. Apparently ‘there is no such thing as bad publicity’ is NOT true when you have the wrath of the mommy sphere come down upon you.
A mother in Australia tweeted at Telstra regarding her broadband outage and repair timeline, however, what she got back was not exactly ‘customer friendly’
Instead of an encouraging reply regarding her broadband repair, she received a snarky tweet about taking her kids outdoors. @MishStephenson responded and was quickly met with an apology and explanation that the tweet was ‘just a joke’ but it didn’t seem to matter. The conversation quickly received comments from other Telstra customers.
The mommy sphere is not quick to forgive and they are a large army, one that does not take kindly to assumptions and judgements about parenting. A lesson that @Telstra learned, and will probably continue to learn for some time to come.
The takeaway for any company that decides to take to Twitter as a customer service option is to make sure your staff are properly trained and don’t make a failed humor misstep. Most people are not looking for humor or jokes when reporting an issue to a business via Twitter so it’s almost %100 of the time going to be a miss!