Every so often I’m dragged down from my social media soapbox.

I’m not sure what I’m more surprised at, Scotrail ignoring my tweeted photo of me sitting in the luggage rack on my daily commute from Dundee to Edinburgh or that Scotrail actually offered me compensation as a result.

To be fair I don’t often have to stand travelling to work, it’s very rare. Normally the issue is returning home. But having filled in and posted my claim form, citing my tweeted photo as evidence, and now receiving a refund, it occurs to me that at no point was social media used in our interactions. Shock. Horror.


Not only this, my claim was processed and delivered to me extremely promptly. To be fair, well done Scotrail. I appreciate that.


Maybe there were reasons why a response to my tweet wasn’t issued at the time – uncertainty over grounds for my claim, perhaps – but, still, good customer service now means you also need to go to where people live.

For me, that’s partly through social media. Scotrail are actually quite good at engaging through Twitter, regardless if you agree with what they say or not. That’s crucial in getting customers onboard in the first place and taking them with you on your journey.

On this occasion, then, the outcome seemed to be largely unaffected by social media. Just goes to show, social media should be one tool in your tool box, not the only one.

Take it easy

2 thoughts on “Social Media Can’t Be Your Only Tool

  1. I’ve complained twice on Twitter recently. British Transport Police responded (about their lack of response otherwise); GAME shop didn’t, re swindling change. I’ve gone on to complain more to others offline re the latter. Yes: it’s one form of communication among the many available to us but I think it’s a powerful than most for customer service: others seeing your point is more persuasive than phone calls, letters etc between Us and Them. Great pic 😉

  2. Pingback: Leaving, changing, starting, springing | weeklyblogclub

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