Using Twitter for Customer Service

Twitter is useful for a lot of reasons and one reason could be customer service. I try not to “call businesses out” on Twitter because I don’t want one experience to blow it for a company. So many things go “viral” that you could destroy someone or something by posting something online. Having said all of that….I did resort to twitter to get the attention of one company.

At FETC I signed up for a Square Reader to try out with our PTO. If we could accept credit cards for PTO fundraisers etc. we might be able to increase our fundraising. So I signed up on Feb. 1st and expected my reader within the week. Well, bring on “Snowmaggedon 2011.” I assumed it didn’t come because of the weather so I gave them the benefit of doubt. It’s been 3 weeks.

The Square website was loading very slowing at school and that could have been a school issue and not a Square issue. After waiting 10 min to try to figure out how to contact them I resorted to twitter.

Well they got right back to me! I expect to receive my reader next week and I’ll let you know when it comes.

The email was very nice and apologetic. Some of your experiences might not match this one. Twitter has a been used to bash service but in this instance it was the only way I could contact them based on the speed of my internet connection.

Before our PTO can use Square we have to find the answers to a couple of questions:
1. Is the credit card information stored on the iPod Touch we will use? If not where is it stored?
2. How much of each transaction do we actually pocket?

I wonder if Square will read this blog post?:):):)