Only a couple of weeks ago I wrote about how Domino’s missed a great opportunity for some social media fun and kudos by failing to react with personality and humour to a troll. Today, I’m very happy to present the exact opposite; a wonderful example of what I wrote about in that Domino’s post.
Argos (of all brands) got Twitter spot on yesterday when responding to a customer asking when they would be getting the PlayStation 4 console back in stock in street slang.
@Argos_Online YO wen u gettin da ps4 tings in moss side? Ain't waitin no more. Plus da asian guy whu works dere got bare attitude #wasteman
— Immy 'BADMAN' Bugti (@BadManBugti) March 8, 2014
@BadManBugti Safe badman, we gettin sum more PS4 tings in wivin da next week y'get me. Soz bout da attitude, probz avin a bad day yo.
LD
— Argos Helpers (@ArgosHelpers) March 8, 2014
@ArgosHelpers respect. Sick guy
— Immy 'BADMAN' Bugti (@BadManBugti) March 8, 2014
It’s a fabulous example of responsive, ‘human’ customer service in action, and reminded me of the praise O2 was getting a year or two back for a very similar response.
Both of these exchanges gained huge praise and much respect from the online community. They created fantastic PR for the companies in question. And they’re shining examples of how to do social media customer service the right way.
There’s a fine line in judging when and where to respond with a bit of humour and humanity and when to play it straight. It’s something I’ve written about before. But used correctly, this approach is extremely powerful. As well as diffusing situations it gains widespread recognition. Kudos, Argos!
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Posted by Paul Sutton
