Your company: The Carphone Warehouse

Twitter username: @guyatcarphone

Suggest a category: Customer service

Why do you deserve an award?: For simply trying to resolve people’s complaints and queries when faced with what can sometimes be a big corporate black hole.

What were the objectives?: To explore how the real time nature of Twitter can be used alongside traditional channels to deliver an enhanced customer service experience

What have you achieved?: Turning detractors into advocates, having Twitter formally recognised as a valid cs channel, recognising our mistakes & saying ‘I’m sorry’

Categories: Uncategorized

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