Streaming issues? Report here
magic-bus-on-capetalkpng
The Magic Bus on CapeTalk Classics
21:00 - 23:59
volume_up
volume_mute

The Magic Bus on CapeTalk Classics
21:00 - 23:59
Home
arrow_forward
Business

Edcon chief intervenes on Twitter, does what bosses should do

28 January 2020 7:13 PM
Tags:
Twitter
Edcon
Grant Pattison
When should a company chief jump in on social media when there's a problem with his company's service delivery?

In an unusual move for a CEO in SA, Ed­con’s Grant Pat­ti­son has jumped in and responded directly to customer complaints on Twitter.

“Our cus­tomer con­tact cen­tre has been badly out­sourced for the past sev­eral years”, he said, adding that it would be in­sourced at the end of Jan­uary.

“We be­lieve ser­vice lev­els will im­prove as we take con­trol again,” he said.

That does not seem the norm, whether in SA or other parts of the world. So kudos to Edcon's CEO.

Brendon Bairstow-Klopper, customer experience specialist - nlighten

I suppose at the very core of a CEO's job, if a customer is not their job, whose job is it? Particularly in dealing with an irate customer reaching out to you on a social media platform. He personally responded to a customer's tweet - as a customer, imagine how that would make you feel. He did not dismiss the customer's feelings, he acknowledged his frustration - and demonstrated genuine empathy.

Brendon Bairstow-Klopper, customer experience specialist - nlighten
Edgars store. Picture: EWN

Listen to the sound clip below.

Get the 10 most-read articles of the week from Bruce Whitfield’s The Money Show, emailed to you every Friday morning.

Subscribe to our Business Wrap Newsletter


This article first appeared on 702 : Edcon chief intervenes on Twitter, does what bosses should do


28 January 2020 7:13 PM
Tags:
Twitter
Edcon
Grant Pattison

More from Business

200221-winde-sopa-edjpg

Keep the bad guys locked up! – Premier Alan Winde on the State of the Province

21 February 2020 9:15 AM

Refilwe Moloto interviews Western Cape Premier Alan Winde about his Address (Sopa), delivered in Mitchells Plain on Thursday.

Share this:
Read More arrow_forward

small business.jpg

Wealth strategies for small businesses - income or equity?

20 February 2020 8:32 PM

Income or equity – what is the difference?

Share this:
Read More arrow_forward

stock market crash.jpg

Is the US stock market heading for a crash like the DotCom bubble in 2000?

20 February 2020 7:57 PM

The US market has a big impact on all markets and when they get flu, South Africa sneezes.

Share this:
Read More arrow_forward

Mark-Cutifani-1.jpg

Anglo American delivers 3.5-billion USD profit, declares final dividend

20 February 2020 7:18 PM

Anglo American delivered a 2019 profit attributable to equity shareholders of 3.5-billion USD

Share this:
Read More arrow_forward

130903AdrianGore .jpg

Discovery Bank gives an update on the health of the new venture

20 February 2020 6:47 PM

Discovery is soothing investors' nerves after a warning earlier this week that it would report a double digits loss.

Share this:
Read More arrow_forward

cosatu-transport-march-Cape-Town

Hundreds of CT workers march to demand reliable public transport

20 February 2020 1:11 PM

Hundreds of people are marching through the city centre demanding that the government fix the country’s public transport system.

Share this:
Read More arrow_forward

anglo-american-logopng

Anglo American Platinum appoints mining veteran Natascha Viljoen as CEO

20 February 2020 12:48 PM

"Lots of mining execs will be envious. The company is in such a strong financial position," says Ed Stoddard (Thomson Reuters).

Share this:
Read More arrow_forward

mielie-mailer-supermanpng

Packaging made from mielies getting online stores to go green

20 February 2020 12:43 PM

Cape-Town based company Mielie Mailer offers shipping and courier industries plastic-free, carbon-negative delivery.

Share this:
Read More arrow_forward

190102iqbaljpg

'Independent Media staff on Ayo's payroll' - Survé reportedly rerouting PIC cash

20 February 2020 12:26 PM

A report by AmaBhungane has uncovered how Iqbal Survé has been redirecting PIC funding to keep Independent Media afloat.

Share this:
Read More arrow_forward

cut-copy-paste-computer-technology-cursor-plagiarism-internet-123rf

'Cut, copy and paste' inventor Larry Tesler (74) dies

20 February 2020 11:59 AM

You may not have heard of Larry Tesler, an icon of early computing, but you use his inventions every day of your life.

Share this:
Read More arrow_forward