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Virgin Trains Respond To Passenger’s Plea For Help On Twitter

Never Forget Your Phone


Virgin trains have spectacularly responded to a passenger’s plea for help after he posted on Twitter while he was on the train.  How did Virgin trains valiantly help this poor soul? They brought him some toilet paper.

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I am certain that we've all at one point or another found ourselves in a situation where we've just relieved ourselves and then to turn to where you keep the paper only to see the bare, brown tube tattered with the last few bits of paper. I remember the first time it happened to me when I was home alone in my new flat. My anguished cries could be heard all the way in China. However, in young Adam Greenwood’s case, all was not lost

He turned to his phone, opened up Twitter and tweeted about his predicament, mentioning Virgin trains. In a display of truly outstanding customer relations, the official virgin train Twitter responded just minutes afterwards. They asked Adam which coach he was located in, and then assured him that they’d be sending someone his way.

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The next update included a very happy Tweet from Adam including a picture of a well stocked toilet paper holder. Virgin responded playfully, letting Adam know that they wouldn't want the situation to get out of hand. 

Take a look at the exchange here: 

After the ordeal, Adam posted the tweets to Facebook and said: ‘This is why I always travel Virgin Trains.’Shortly after, the story was picked up by TheLadBible and Adam proudly declared on Facebook: ‘Step back peasants. I'm in TheLadBible. Crying.’ Rest assured, he means crying with laughter. The ordeal hasn't left him scarred. 

Now, this may all seem like a ridiculous, toilet humour level article but what we should take away from this is the power Twitter has given companies in relation to customer relations. Not only is this whole ordeal a great light-hearted story it’s also fantastic PR for Virgin. Companies that engage with customer complaints or queries as quickly as possible is becoming one of the simplest ways to publicize your brand.

As I mentioned in a previous article, it’s now estimated that. ‘42% of people who take to social media to ask questions expect responses from companies within 60 minutes'. I think Adam can be very thankful that he didn't have to wait for 60 minutes. 

I’d recommend never forgetting your phone when you take a trip to the toilet. You’ll never know how much you’ll need it till it’s too late.



Tom has just graduated from University of East London in Creative and Professional Writing. He loves writing and is currently interning as content writer hoping to go further. His other loves include Arnold Schwarzenegger films and his dog. Follow him @TomAtSMF

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Virgin Trains Respond To Passenger’s Plea For Help On Twitter Reviewed by Tom Welby on Wednesday, December 10, 2014 Rating: 5
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