Thursday, January 30, 2014

great customer service

The train company, First Capital Connect, are using twitter for the bulk of their customer relations work. Reading through their timeline is eye-opening, with tweet after tweet of gracious apology and information in response to grumpy customers.

It might be screen-based, but their customer service is personal and has a great sense of humour. The Bedford-Brighton line was delayed this morning which meant that my Luton-St Albans journey took a little longer than it should have done. The cafe were playing the Indiana Jones theme which really lifted the mood of the situation. So I tweeted. And this happened:

Well done Jay and the team at @FirstCC


  1. Visiting from the A to Z Challenge. Don't you wish ALL customer service was like that? You might want to disable the CAPTCHA during April, though. You'll get lots more visits and comments that way.

    LuAnn Braley
    AJ's Hooligans @AtoZChallenge
    Back Porchervations

  2. Hi - post I can't find your follow button :(
    Nice to follow and connect



Sometimes I do go on...