O2 Goes Gansta And Bodyform Gets Up Close And Personal The Ultimate Guide To Customer Service

This week, brand leaders O2 and Bodyform took a leap forward in customer service and handling complaints.

O2 goes gangsta...

Following a customer service complaint via twitter, O2 gets straight on the case and responds in kind to their customer

Rather than taking a formal appraoch to the response, O2 employs it's best 'gangsta' staff member to respond - using like-for-like language to issue instructions, the tweet results in a delighted and amused customer. The personalised form of service took the customer by complete surprise and in turn he includes his friends, giving O2 the ultimate increase in 'street cred'! If you can follow this exchange, then we'll be very impressed!

On to Bodyform - up close and personal

Southern Comfort and Old Spice are arguably kings of personalised video content, adopting this approach to celebrate brand advocates/ambassadors; yet bodyform have taken this one step further, giving an edge to their customer service...

Following a comment on their facebook page, Bodyform employed the services of a fictional CEO, Caroline Williams, to respond to the post by Richard Neill; the comment criticised the brand’s advertising for creating a myth about women having ‘happy’ periods that mislead men and creates an untruthful idyll. Caroline is apologetic throughout the short clip but politely explains the reasoning behind the adverts in a comical way.

We think that this personalised customer service is brilliant for both brands and certainly sets the bar high. They are addressing the problem in a quirky way, resolving the issues, and creating viral adverts which get shared worldwide. Yes it may appear a little bit cheeky, but it shows that the brands don’t take themselves too seriously. Take note; a lot of companies could learn a thing or two from the brand pioneers on handling even the most difficult customers.