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Customer Service on Twitter - Royal Mail Confusion

by Jo Shaer, on July 18, 2013

royal-mail-twitter-customer-serviceBack on 16 September, I was trying to place an online order for some Smilers personalised stamps from Royal Mail for a birthday party the following week. Unfortunately, the log-in was not working, no matter how many times I reset the password.

The online instructions for getting help only offered me the option to complete a contact form, which I duly did, and received an automated notification that someone would deal with my query in due course.

I tried to respond that I needed help quickly but the email was one of the dreaded noreply versions - I still cannot believe that any customeer services team would use a no-reply email address to communicate with customers who have a problem. I am sure that Deborah Meaden would have had something to say about that not being the best way to deal with bad feedback!

Worse still, there was no telephone number. And then I spotted the twitter address. Closer inspection of their twitter profile revealed that this is the place Royal Mail use to operate customer services - although they do not monitor their mentions as Aviva Customer Service did.

The fact that there seemed to be some poor chap dealing with no end of customer complaints probably means that s/he has no time to monitor any other social media mentions.

As you can see from the picture, it was only a direct mention from me that elicited a response - they also got my name wrong, which tends to support my theory of how overworked the Tweeter was - and then I was given a phone number to call - something that might have been rather more useful on their actual website.

The operator on the telephone reset my account very speedily and I was able to order my stamps, which arrived in good time for the birthday party on 24 September.

So, I was rather confused when, on 25 September over a week after my original enquiry, I received the following email:


PLEASE DO NOT USE REPLY BUTTON AS YOUR MAIL WILL BE DISCARDED AT
GEMSNOREPLY@ROYALMAIL.COM

FOR FUTURE CORRESPONDENCE please visit www.royalmail.com/contactus

Dear Mrs Shaer

Thank you for your email regarding your Smiler stamps order.

In order to resolve your enquiry, I have forwarded your email to the
relevant department who will contact you directly once their enquiries are
complete.

Regards

Kelly Williams
Customer Service Advisor

And this on the following day:


PLEASE DO NOT USE REPLY BUTTON AS YOUR MAIL WILL BE DISCARDED AT
GEMSNOREPLY@ROYALMAIL.COM

FOR FUTURE CORRESPONDENCE please visit www.royalmail.com/contactus

Dear Ms Shaer

Thank you for your email regarding your smilers account

In order to resolve your complaint, I have forwarded your email to the
relevant department who will contact you directly once their enquiries are
complete.

Regards

Nicola Wilson
Customer Service Advisor

Sadly, even though the complaint seems to have been forwarded twice in order to find the relevant department, there has been no further communication in the two days since.

Unlike my experience with Aviva, this has not been a particularly positive outcome.

Still, at least I got my stamps.

Topics:TwitterSocial Media For Businesscustomer service on twitter

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