"However beautiful the strategy, you should occasionally look at the results." -Churchill

John Funnell

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Rating Customer Service with Twitter

Posting comments with either #fail or #goldstarservice

Search Twitter under the hashtag fail (#fail) and you’ll come across examples of poor service, disgruntled customers and some almost unbelievable situations.

(My next #FAIL is directed at keyboard manufacturers who bury the hash tag deep in the computer – they need to move with the times and have it as easy to reach as the exclamation mark.)

As a nation (UK) we’re renowned for being poor at complaining but the joy of Twitter has allowed us to rant about poor service without the embarrassment of actually complaining to a person (big companies take note – if you’re not searching Twitter for your company mentions and responding quickly to complaints, then you’re missing a trick and what was a minor complaint could escalate very quickly).

But do we reward good service? BT are known for terrible customer service. I spent weeks on the phone with a young gentleman in Asia fixing my broadband. The gentlemen took my frustrations on a daily basis on the chin and fixed the problem (although it did take him two weeks, I was impressed seeing that he was based in India). I then had to ask to speak to his boss to show my appreciation. As with most customer services, there is an option to complain but not to make a comment or say thank you, so in most cases I end up sending a “complaint” to say thanks.

Businesses need to be better about recognizing great service. Yes there are various annual awards, but what about the numerous examples of exceptional service that happens in teams every day? So like the #FAIL, If you have witnessed great service, then post your comments on Twitter with #goldstarservice and we can start to recognize all the great things happening in our profession and learn from them.

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John Funnell has worked in online media for over ten years, after achieving his First Class BSC Hons Degree (BBC Sponsored), John won Bos 18-21 Princess Trust Entrepeneur of the year at 21, setting up Clean Living Records Ltd (including www.BeatReview.com) with great success having many acts that charted in Europe and Canada. After selling the business John looked for a new challenge and joined GDS International, having a successful career in sales and Delegate acquisition, he worked up to Event Director EMEA, forging contacts with some of the biggest technology names in the world, this lead to John having a lead role in the creation of MeettheBoss.com and MeettheBoss.tv – the worlds largest business IPTV channel. John then took over as Marketing and Communications Director and ran a multifaceted global Marketing team for GDS International in New York, Sydney, Kuala Lumper and the UK.. John joined Global in 2011 with the challenge of supporting its growth by developing a solid Marketing foundation through various Digital, PR and brand initiatives.