A great customer service example

Great Customer Service Example

NZPost has a tracking facility (as most postal services do). One of their offerings with this tracking service is to send automated tweet notifications from a Twitterbot when the status of a tracked item changes. Pretty cool, definitely handy. 

To set this up requires “following” @nzposttracking. You are automatically followed back and send you a direct message when the status changes.

On the Twitter homepage I got to read some of the public tweets that this account has been sending out…


Great Customer Service Example - NZPostTracking_tweets


These “friendly” tweets that were sent out, for “routine maintenance“, made me smile.


automated smile



Recommended Reading
(Important Disclosure)


Related Post

Working with Global Teams: e-mail confirmation

This is part of the Working with Global Teams series

A global team, by its very definition, is made of of people in different geographical locations and often different time zones.

In these situations, it is a good idea, if you receive an e-mail from one of the other team members, some sort of sign, or acknowledgement that you have read the e-mail. Sure, you can set up email to notify the sender when the recipient has opened the email, but nothing is as good as clicking on Reply, and typing a quick e-mail to say “Hey – just looking into“, or “Got your e-mail. Just need to talk to Fred & Tish about it“.

When people are not able to stroll into the other person’s office, or peer over their cubicle divider, this small “communication” just let’s those people involved know what is going on.

Even then – it doesn’t have to be a reply by e-mail. Could be an IM, or even (gasp) a phone call. The benefit of an e-mail response includes:

  • Usually the reply will include the original e-mail. You get conversation chain.
  • If the person you sent the email to is not in a different time zone, it doesn’t matter if the person isn’t online at the time.

This way the sender at least knows whether that something is happening. This leads to a better “team”.

email communication responding polite global

Following Post: Pesky Time Zones

Related Post