"Mom, you of all people with an iPhone 4. What a waste." Youngest daughter
The younger generation has a different and adversarial view of customer service as witnessed by the above comment from my middle son. But they use all these cool tools when companies don't perform and then supposedly things start to happen. So I went out and got an iPhone, right after my customer service problem with Eurostar. Inspired by my new status as part of the digital elite, I used state-of-the-art digital tools to advise Eurostar of my dissatisfaction.
And guess what? Last Friday, we connected. Eurostar customer service read my blog. They sent me an email. They responded to my tweets. I was so excited. They promised to look into why I hadn't been contacted. That is fine but let's not forget, what I want is a refund. Do you now understand why I was upset, why I deserve a refund and how to send the money to my bank account? I sent you those details as you requested and those are the questions to which I would like answers.
So what happens next Eurostar? Is my son right and we are going to have to go many more nasty rounds before this is settled or has social media (enhanced by smart phones) delivered a wonderful new world of customer service in which we understand each other better?
You can answer anytime. I now have an iPhone and despite what my daughter thinks, I'm digitally armed and ready for a great battle or great customer service. Now its up to you.