Is it ever OK for a train company to block you on social media?
Northern Rail was criticised for blocking a passenger who had complained on Twitter. But customer service in the digital age is hard to manage
In a new report by consumer group Which? highlighting widespread dissatisfaction with train companies, one instance was singled out: Northern Rail blocking a passenger who’d been complaining on Twitter. Kat Harrison-Dibbits had included the company in over 100 messages about delays and overcrowding before it eventually blocked her.
The incident brings into focus the vexed issue of delivering customer service in the digital age: is the customer still always right if they are publicly haranguing you on social media?
Source: Guardian Transport