Edcon chief intervenes on Twitter, does what bosses should do
In an unusual move for a CEO in SA, Edcon’s Grant Pattison has jumped in and responded directly to customer complaints on Twitter.
“Our customer contact centre has been badly outsourced for the past several years”, he said, adding that it would be insourced at the end of January.
“We believe service levels will improve as we take control again,” he said.
That does not seem the norm, whether in SA or other parts of the world. So kudos to Edcon's CEO.Brendon Bairstow-Klopper, customer experience specialist - nlighten
I suppose at the very core of a CEO's job, if a customer is not their job, whose job is it? Particularly in dealing with an irate customer reaching out to you on a social media platform. He personally responded to a customer's tweet - as a customer, imagine how that would make you feel. He did not dismiss the customer's feelings, he acknowledged his frustration - and demonstrated genuine empathy.Brendon Bairstow-Klopper, customer experience specialist - nlighten
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