Customer Care On Twitter - Thumb Rules

• Always use CRISP yet SIMPLE language in your communication
• Never hesitate to use the words ‘PLEASE’, ‘THANK YOU’ & ‘SORRY FOR THE INCONVENIENCE’ where applicable
• Always address yourself as ‘WE’ when representing a brand
• PROOFREAD your typed 140 characters thoroughly before tweeting. A tweet once gone through can only be deleted from their server before the next refresh, which happens FAST
• If not sure, always take a SECOND OPINION on which tweet to reply to & which to ignore
• If someone is thanking you for resolving their problem, don’t hesitate to reply with ‘YOU’RE ALWAYS WELCOME :) ’
• Twitter crowd is intelligent & can catch your bluff. Always be GENUINE, WARM & HUMBLE in every tweet that you choose to reply to, REGARDLESS of how much the person is trying to ridicule/abuse you
• When there is a complaint & people gang up for it, never address the CROWD. Only address the person the complaint belongs to. On the other hand when people collectively appreciate your effort. THANK THEM ALL
• Never ADDRESS anyone informally even if they get very warm & personal.
• Never ever warn anyone against use profanity in tweets directed towards you. IGNORANCE is truly bliss!
• Enjoy conversations. They are all HUMAN :)