Dr Mumbo

Telstra: It’s how we aggravate…

Earlier this week, Dr Mumbo noted how Telstra had used interesting search marketing tactics to try to head off customers keen on contacting their ombudsman to make complaints.

Dr Mumbo was also intrigued to see Telstra’s social media team dish out parenting advice to a customer with an internet issue.

Journalist and mum, Michelle Stephenson, tweeted: “. my and are down and it says estimated time fixed is 2 days. I have a child who wants though”

Telstra responded promptly, but chose to dispense with the usual corporate social media speak in favour of a more personal message which misfired.

In response to Stephenson’s tweet the telco responded:

Screen Shot 2016-03-09 at 7.44.52 pmUnsurprisingly, Stephenson didn’t seem to appreciate the tone or nature of the comment, nor did other online users.

Screen Shot 2016-03-09 at 7.50.20 pm

Screen Shot 2016-03-09 at 7.54.16 pm

Telstra’s social media rep, Renee, quickly apologised before another team member, Jesse, asked that Stephenson keep them updated. Another attempt at customer connection that was possibly lost in translation. Screen Shot 2016-03-09 at 7.55.28 pm

Perhaps Telstra should consider altering its tagline from ‘It’s How We Connect’ to ‘It’s How We Aggravate’?


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