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: “.@Telstra my @Foxtel and #broadband are down and it says estimated time fixed is 2 days. I have a child who wants #TV 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:
Unsurprisingly, Stephenson didn’t seem to appreciate the tone or nature of the comment, nor did other online users.
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. 
Perhaps Telstra should consider altering its tagline from ‘It’s How We Connect’ to ‘It’s How We Aggravate’?
Well Mich sounds like an entitled twat. Go ride your magic carpet outside — there’s a whole new world out there.
This is a disgraceful social media response by Telstra. Renee’s message & tone really grinds my gears. I can’t believe they didn’t learn anything from awesome Dan at Optus.
In future I’m going to tweet my Telstra problem. it responded quicker than waiting on the auto queue.
Gotta love a bit of mummy shaming in a customer service response.
I can understand how Mich feels. Fancy having to interact with your child. It’s too hard to read to them, talk to them, and you have to order their takeaway yourself instead of leaving it to them. I mean where else are they going to learn life skills if not from the Internet?
That “junior social media manager” sure gets about…
Wasn’t Mish already given a time of 2 days to fix? Twitter complaint lines really were made for people with a huge sense of entitlement. Surprised Renee didn’t respond ‘Hi Mish, which part of 2 days do you not understand”
Telstra basically tells Michelle to disconnect her Foxtel and Internet and stop using their services. Doesn’t get much worse than that.
Seen SEEK’s response to this too?
@Hmmm Cant find it? You got a link?