I loved this story of how Southern Rail put their faith in a teenager called Eddie Smith by giving him a work placement managing their Twitter account via the hashtag #AskEddie. Not the easiest of jobs, but Eddie rose to the challenge and was a huge success with passengers, at a time when the company was suffering much adverse publicity.
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Putting the human back into customer services is a good thing. Processes and systems can be helpful for guidance on what to do, but empowering people to interact positively and have conversations, are powerful ways to build strong customer relationships and get to solutions quickly.
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