Well, customer care has evolved to embrace technology so that a company can be ‘near’ its clients, engage with them throughout and answer to their many demands faster.
However, danger lurks in the shadows in the need for speed and efficiency. A single wrong tweet can create a Public Relations (PR) disaster. This is what DSTV, a multichoice social media account admininstrator was faced with today.
The social media admin assigned to Twitter forgot to switch accounts and mistakenly wrote how bad the firm is.
“DStv_Kenya DStv is the WORST company when it comes to customer care and responding to customer complaints. I called 5 times yesterday for an upgrade to Compact Plus but to date no solution. 2 ladies both called Peris are unprofessional”, the official DSTV page announced.
These mistakes happen as in the case of KCB Bank Group – Kenya twitter account in December 2019, however, the damage that some leave often ends up with the offeding party gettign fired.
Kenyanbusinessfeed.com’s analysis shows that the Twitter admin for the DSTV might’ve been bored of the numerous slow works so he/she decided to give himself work by ‘logging’ into a personal twitter account to lodge a grievance so as to appear to be working.
Here are the other blunders on Twitter by Kenya corporates:
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