Purpose: Internal training presentation for Bell Aliant
Audience: Inbound response team/SMEs
Last updated: April 11, 2020

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Ensure accurate information-
2 sharing and knowledge-
Walk through policy, processes and procedures building
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Provide console and social media training in realtime
Who’s here?
An empowered network of subject matter experts and responders who will respond to social media inquiries

Business Unit
Corporate Affairs
Training participants
• Christine Larade
• Gary Hynes
Customer Care
Customer
Experience
Marketing
• John Walsh
• Lisa Anthony
• Response team members
• Heather Agnew
• Jill Carroll
• Response team members
• Tom Dunne
Responsibilities
Manage overall social media strategy/ Inbound and Outbound responsibilities
Respond to Inbound online mentions
Respond to Inbound online mentions/Improve customer experience based on learnings
Assist with responses to Inbound online mentions
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Day 1
S1 - Introduction to social media
S2 - The big picture at Bell Aliant
Outbound and Inbound processes
S3 - The details on our Inbound process
• Twitter
• Facebook
S4 – The social media response team
Day 2
S5 – Console education and training
S6 – Closing remarks/Next steps
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Participants
All
Participants
Responders/
Subject Matter
Experts

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(Years to reach 50 million users …)
Added 200 million users in less than 1 year….
Source: Socialnomics, Erik Qualman (2009)
(ISBN: 0470477237)
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2011 2001 1991 1981 1971
2006 - Twitter
2004 - Facebook
1996 – mtt.ca live
1989 - Emails
1989 – World Wide Web
1981 - Portable PCs
1973 - Cell phones

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• 45% of contact centres will have integrated some type of social media support (monitoring, responding, and incorporating online comments) by 2015
• More time is spend on social networks than personal email
• Facebook surpassed Google as the Web’s most visited website
• Two out of every five of Facebook’s 600 million users (250M) access the site from a handheld device
• Top five Facebook brands in Canada
TELUS
Volkswagen
540K
315K
Pepsi Canada 232K
Starbucks Canada 202K
Reebok Hockey 155K
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• 90% of Canadian organizations using social media
• By 2020, 84% of marketers agree that building customer trust will become marketing’s primary objective
– 82% believe in collaboration with customers over marketing
• Online businesses lose as many as 67% of consumers due to a lack of online product information
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You want to have big ears and be tuned in to what's going on out there in the marketplace.
Social media is a fantastic way for us to engage and listen to our customers.
Michael Dell
January 11, 2011
• Dell has over 650K followers on
Twitter and has generated $300M in 2 years. They provide: o Coupons o Customer service support o Crowdsourcing (Searching
Twitter network for ideas on products, services, processes) o Networks (Integrating their
Twitter network of followers with their Facebook fans)
*Source: Bian Salins, British Telecom
(Head of Social Media Innovation)
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Outbound
• Launched Twitter in 2007
• Informs, sells, engages and support outbound campaigns
• 15 Twitter handles
Inbound - Social monitor center
• @Dellcares provides real-time customer care and technical support
• Reaches a global audience
• Supports customers in 11 languages
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• 359,755 Followers
• @BlackberryHelp o 14 response agents (10
English/4 Spanish)
• Offer Twitter support account of
Research in Motion
• Staffed from 9 – 9 Monday –
Friday; 9 – 6 Saturday
• Trained telephone agents offered a chance to pilot a new social media response process
• Respond to 1,000+ online mentions (tweets, blog posts, etc.) per day
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• Launched Twitter presence on
May 7, 2010 with 1,582 followers
• Respond to customers’ inquiries in real-time
• Promote TV channels, products and services

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Jeff Roach (@jeffroach)
New Brunswick
Work - Strategic connector for businesses and collaborative community as founder of @ soclogical .
Personal – Married to Kelly
Lawson (a lawyer), has two kids
April 11 – 2,596 Followers

9:07 am - 10:51 PM
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1.JR - @Bell_Aliant Your "all day appointments" for technician support is a convenience for you at your customer's expense. #thisisbroken
- @JOSHNET (528F) - @jeffroach Eh er uh what dies with your FibreOP?
2. JR - So I waited all day for @Bell_Aliant tech support to show up and fix my
FibreOp. No show. No call.
- @RICKAVOICEOVER (753F) - @jeffroach @Bell_Aliant That's gotta be good for a couple of free months
- @ROBIHOT (411F) - #fail RT @jeffroach: So I waited all day for @Bell_Aliant tech support to show up and fix my FibreOp. No show. No call.
- @CARDAMAMA (197F) - @jeffroach @Bell_Aliant not surprised at all
- @TERRILYN2010 (160F) - @jeffroach Wow, that is bad! And you waited all day?
Such a waste of someones time:( Sorry to hear that Jeff! @bell_aliant
- SHERWOODRE (67F) - @jeffroach : if @Bell_Aliant isn't listening... Maybe
@RogersHelps will offer an influential user like you a free year?? :)
- @LAMESPOTTING (309F) - @jeffroach sounds like the @Bell_Aliant tech closed the ticket without actually doing anything. That's pretty typical for them.
3. JR - They came after hours. @Bell_Aliant apology accepted. @rickavoiceover,
@robihot,@cardamama @gillesallaingd,@terrilyn2010 @sherwoodre
- TIMREWA – RT (47F) - @jeffroach When they said "somewhere btwn 8-5" did they mean PM or AM #FAIL @Bell_Aliant

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Bell Aliant’s social approach
Engaging in social media on
Twitter and Facebook

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Improve the customer experience
Retain our customers
Grow broadband
Reset our cost structure
Engage employees
• Provide customers a new social media channel with Bell Aliant
• Promote Marketing campaigns (i.e. FibreOP
2.0), sponsorships and community initiatives
• Elevate Bell Aliant as a company using social media
• Inbound/Outbound strategies drive engagement; create presence in ongoing conversations
• Social media engagement reaffirms Bell
Aliant’s broadband dedication; visibility drives satisfaction (aiding retention) and offers avenues for recruiting
• An empowered network of employees across lines of business who actively and timely responds to social media queries

How do we know the problem exists?
• Through monitoring of social media channels it is evident that customers expect a Bell Aliant response
What we’ve worked through
• The lack of social media strategy
• Inadequate representation in social media channels (Facebook,
Twitter, YouTube)
• Lack of key performance indicators and measures
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• Social media monitoring software to help businesses listen, respond, measure and engage in conversations across the social web
• Tracks mentions across 100+ M social media sites/sources
• Has over 1,400 clients; including Dell Computers, Microsoft,
Comcast, Pepsi and Home Depot
• Dashboard “keeps our finger on the pulse” by quantifying online mentions
– Various widgets provide real-time and detailed commentary
– Research allows us to assess important keywords (Bell Aliant,
FibreOP, Fibre-to-the-home, etc.) and monitor what is being said
• Console will provide us a way of monitoring, engaging with current and potential customers, and creating detailed reports to analyze our success within a given time period

2000
1500
1000
500
0
Q1 Q2 Q3 Q4 Q1 Q2
2010
Twitter Facebook
2011
• In 2010, Twitter followers went from 36 to 565
• Twitter has doubled our 2010 followers in 5 months
• Facebook Fan page launched July‘10 ended 2010 with 1,070 fans
• Facebook has seen a 28% increase over 2010 in Q1 2011
Topics most frequently mentioned :
• FibreOP
• Internet
• Sponsorships
• Mobile
• Financials
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• Tweeted donations (Flood victims, Japan), outages (Igor, Internet), community initiatives (Kids Help Phone, Bell Let’s Talk Day), media
(news releases, annual report), sponsorships (Canada Games, ECMA) o Help4Holidays, Bell Aliant’s first Facebook campaign increased our
Facebook fans by 400+% o Igornl# outage tweets raised our profile with media and customers;
Followers increased by 23%
• Discuss social media with 150+ employees, subject matter experts and senior leaders across Bell Aliant, and growing
• Monitor and share real-time online mentions with key internal stakeholders
• Researched and met with best-in-class orgs. (Innovatia, NSP, RIM)
• CEO mentions in employee webcast, roadshow, external speeches
• Named #1 most influential Tweeter to promote the 2011 Canada
Games
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• Business units to monitor/respond to inscope Inbound content o Customer Care (billing, technical) o Customer Experience (regional service) o Corporate Affairs (outages, employees, legal, security, etc.) o Marketing (FibreOP 2.0, Internet)
• Marketing and Corporate Affairs to collaborate on Outbound approach o Identify upcoming events on online calendar to ensure strategic and wellaligned initiatives o Build and manage relationships with social media agencies and partners
Inbound - Scope
Respond to online mentions posted to E/F
Facebook and Twitter in a timely, professional and effective manner
Outbound - Scope
Create a joint marketing/ corporate affairs outbound program to leverage social media channels
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• Prove Bell Aliant understands the value of listening to its customers and engaging in social media channels where all lines of business actively participate
• Improve our perception with respect to social media
• Collaborate in online conversations with our external stakeholders, including customers, influencers, community members,
Either business gets social or it get s left behind . –
Gartner Research (Oct/2010)
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• Business Hours*: Monday to Friday, 9am –
5pm (AST), excluding statutory holidays.
• Weekend monitoring by Corporate Affairs to watch for priority issues.
* These objectives pertain to Phase I - launch expectations. During the first 90 days, progress will be analyzed. A joint discussion across
Business Units will confirm future phase launches and measures of success.
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Overall Corporate
Performance Measures
Engagement “Resolution”
Rate (e.g. turning around the customer situation)
Line of Business
Performance Measures
Solicited Social First
Response
(e.g. @bellaliant
#bellaliant, etc; Facebook wall) within our defined scope
Maximum Solicited First
Response Time
Required/ Target Level of
Performance
By when
Greater than or equal to
90% “closed” of engagements “action-ed” by social media empowered employees with three business days (based on availability)
Required/ Target Level of
Performance
Engage greater than or equal to 90% within one business day from time of post (e.g. post on 2:33pm
Thu would see first response by 2:33pm Fri)
(less than)
2 (two) Business Days
Achieved within the first 30 days
By when
Achieved within the first 30 days
Achieved within the first 30 days
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• Customers soliciting a response directed to our official (verified and authorized) Facebook and Twitter pages
• Direct mentions on Twitter that appear to be addressing Bell Aliant o Hash tags - #Bell_Aliant; #BellAliant, #Aliant o Direct tweets - @Bell_Aliant; @Aliant; @BellAliant
• Facebook Wall comments on the Bell Aliant official pages
• Audience is B2C, focused on Bell Aliant brand within Atlantic Canada
Two groups to do the work on Inbound response process
Escalations team members respond to inquiries on behalf of Marketing, Customer Care,
Regional Service, Technical with input from these BUs
Corporate Affairs team members respond to inquiries on behalf of Marketing (noncritical), Legal, HR, and
Security
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Examples What we’ve seen
Mentions of your company as part of presentations or events
The ADCKC SAGM will be held on Thursday, April 28th @
7pm @ the Bell Aliant Racing Centre on Lake Banook.
Compliments of your product, service, or people
Recommendations or referrals to your products and/or services
Customer Service/Support issues or inquires love FibreOp, because it is so reliable. It's not! The technicians are here regularly. Mike and Mario, the usual techs are wonderful.
Sales leads of product inquires
Feature requests Can't see anything about MLB extra innings on Bell Aliant
FibreOP, let alone a free preview...still searching...
Online comments relating to
Bell or Bell Mobility
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
Facebook Status Updates

Tweets not directed to @Bell_Aliant

Issues concerning our ON/QC brands, Bell or Enterprise customers

Re-tweets

Depending on the magnitude of a re-tweet, retweets will be in-scope

Unsanctioned (or self appointed spokesperson) employee comments

Request for public apologies, competitively sensitive competitive information, confidential or customer private information

Comments that include vulgarity*

Other editorial content shared via blogs, forums, websites other than
Facebook, Twitter (i.e. above, in-scope)

Comments that include vulgarity or are obvious spam

Ongoing discussions between two or more tweeters

Employee comments
* Vulgar comments will be assessed by the response team
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Examples
SPAM
Employee questions
Comments that include vulgarity
Comparing us with competitors
What we’ve seen
Check this out Bell Aliant http://tinyurl.com/4jbk3tm
@Bell_Aliant is Fibre ever gonna come to Lutes Mountain/Magnetic Hill area?
Lots of new homes here and we have to go to the "other guys" :(
See slide ?
Ready to switch everything from @EastLink. Call me?
Reference to partners, customers that are not publicly known
Details about future product enhancements/FibreOP launches
Direct responses to inaccurate commentary (media, customers)
Two-way conversations about Bell
Aliant
Rhetorical
Thanks to Keith Lambe @Bell_Aliant for his help in resolving our situation..hopefully. All we want is INTERNET. (sensitive topic)
@Bell_Aliant when are you launching in Halifax (Royal Hemlocks)?
@RodThorne @bell_aliant when is it rolling out for existing cust? I wish a date would be confirmed.
@bell_aliant @eastlink I heard that #eastlink puts out on the first date too!
#truestory // Pull your socks up @Bell_Aliant. My net connection has been fuzzy for three days. I think I see @Eastlink batting their sexy eyes at me
Trying to decide between @EastLink & @Bell_Aliant for phone and internet No cable TV Any recommends?
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• Explore avenue for redirection or delineation between Bell (Mobility mostly) and Bell Aliant
• Visio
• @Bell_Aliant my #blackberry battery is dead I am only eligible for an upgrade in Nov 2011... Can u push it up so I can fix my #Bb HELP? o Please send me your contact info so we can discuss the bb issue... jason.laszlo@bell.ca
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• Marketing processes
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• Bell Aliant has terrible customer service. BRUTAL.
• K, dude at Aliant support said it should take about 6 mins for it to reboot. It's been a 1/2 hour. #AliantTVSucksTonight
• Loves how buddy from bell aliant calls my house asking to talk to my sister cuz she got a nice voice lol... watta creep righttt?
• Bell Aliant is the most inconsiderate company I have ever seen or known. Spent five hours in a nursing home yesterday with the heat cranked up to 90 degrees waiting for a serviceman to show up and, it turns out, he showed up, decided that he couldn't perform the service and left without letting me know he'd...
• The Aliant man told me I was too pretty to stay inside today on the internet. I've waited 25 days for it, I'm not even gonna shower.
• @christinacopp @myogis Perhaps I should add all their staff to my "I hate Bell/Aliant" list ...?
• # bell # aliant #bce. #bellaliant terrible customer service. Not interested in serving customers.
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• Corporate Affairs will alert the internal contacts concerning critical issues as they occur with sufficient detail to identify whether and how to respond
• On-duty Responders/Team leads will be contacted should they require a change in activity
Severity
High
Medium
Immediate (1 day)
A tweet/post goes viral on
Twitter/Facebook
A customer tweet/post draws media attention
Influencer or highly visible tweet/post
Trend (7 days)
10+ unique users have the same issue
Media contacts Corporate
Affairs for a response
5+ retweets/posts with new comments
5+ users have the same issue
Low
Post that compels 3+ tweets/posts to share a negative customer experience
Low influencer with 5+ unique tweet/post
Less than 5 users have the same issue
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Passionate
Personable
Risk tolerant
Advocate for
Bell
Aliant and its communities

When preparing a response, always consider…
• Spell-check o Draft in word and spellcheck before typing it into the console
• Security o Don’t provide your console log-in or console access to a friend or family member
• Privacy o Never “copy/paste” answers as every response is different and should be treated that way
• Initials o To make tweets seem more personable and to be transparent, all responders should leave their initials at the end of their tweets
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When preparing a response, always consider…
• Transparency o Never use your personal Twitter account to contact a customer o @Bell_Aliant and @BellAliantFR are the only approved channels
• Time o Craft good responses but don’t waste time
• Tone o Always respond positively or respectfully
• Sources o Always include all sources for hyperlinks, etc.
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• Console
– Twitter
– Facebook
• Social Media website
– Twitter
– Facebook
• Manual
– Top Ten Processes
– Who’s who
– Acceptable responses
• Twitter
• Facebook
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• Retweet (RT) o Used for replying to an online inquiry o Always used instead of the Reply feature, which does not provide context to the rest of the twitterverse o Always re-tweet an answer to a question to help share the reply with others
• Direct Message (DM) o How Bell Aliant will privately connect with online users o Note – Bell Aliant can only DM online users who follow us o All responses that require a DM should encourage the user to follow us (if they do not already follow us, which can be easily checked)
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• Email
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• First thing in a.m. - Always check overnight tweets/posts and action critical issues first
• Throughout the day o Monitor social media via Radian6
Engagement Console o Tag In-scope tweets/posts for response/follow-up o If an investigation and follow-up is required, work with subject matter experts and/or communications prime on responses
• Prioritize and respond to urgent issues as indicated in the Service level agreement

• First thing in a.m. - Always check in with on-duty responders on overnight/weekend critical issues
• Throughout the day o Monitor social media via Radian6 C-Suite o Housekeep and close items
- Looking for completed tweets/posts not properly closed
- Ensure users have reviewed/closed assigned tweets/posts
• Ensure process updates are into included in ongoing reporting
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• Assist with research, investigations and follow-ups as required
• Work to devise appropriate responses in a timely fashion
• Provide head’s up when a upcoming issue could impact responders’ work priorities
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• First thing in the morning o Check overnight tweets/posts and action critical issues first
• Throughout the day o Escalate issues they become critical o Monitor console for Corporate Services mentions o Tag In-scope tweets/posts for response/follow-up o Respond to issues as indicated in the SLA o If investigation and follow-up is required, work with SMEs and/or Inbound response team
• Conduct daily, weekly, monthly metrics reporting
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1. Assess Responder sees in-scope mention, tags it and starts evaluation, investigation and/or analysis.
Order of importance is always Negative  Neutral  Positive
First priority  Negative
Action - Tag/Investigate/Respond/Close
2. Evaluate/Investigate
Customer
Experience
Corporate Affairs
Second priority  Neutral
Action - Tag/Respond/Close
2. Evaluate/Investigate
Customer.
Experience
Corporate
Affairs
Last priority  Positive
Action – Tag/Thank/Close
2. Evaluate/Investigate
Customer
Experience
Corporate
Affairs
Action
No
Action
1st touch – We’re looking into it…
No
Action
Action
3. Respond
Second touch…
The answer is…
Second touch…
We will share your feedback
Second touch…
You have been heard.
If investigation is not required, the answer is provided asap.
3. Respond
Tweets/posts are monitored in case something neutral goes negative or viral.
3. Respond
Retweet/Thank you
Follow @Bell_Aliant
4. Refer
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Responders forwards ‘referral’ comments to internal stakeholders
5. Analyze Comm. Support ensures comments are tagged and referrals are communicated to the proper team.
Monthly statistics/analysis will be shared with internal stakeholders on a weekly/monthly basis.

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1
Negative
2
Neutral
• Product/
3
Positive
*
• Complaints • Compliments
Referrals
• CEO mentions
• Feedback • Products and
Services service campaign
• Issues
Management (i.e.
Neutral issue with o FibreOP launch dates, inquiries
• Sponsorship/
Community support o Internet
• Influencer potential to become negative) o TV mention conversation • Sales lead
• Internet/Phone outage
• Potential customer possibilities
• Billing
• Broken phone line

• Thanks for the mention!
• Glad we could help.
• Feel free to pass along any feedback you have.
• Enjoy! And thank you!
• Remember, respond to the good and the bad o Customer Experience/Corporate Affairs will RT to customers who compliment us. This shows that Bell Aliant cares about all our customers and takes pride in providing great service.
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• We’d be happy to talk to you more about this.
• Feel free to pass along any feedback you have.
• If you have questions about your _____, we are here to help.
• I’m a member of the tech support team. Can I help?
• Please keep us posted how you make out.
For a Twitter follower to DM us, @Bell_Aliant will automatically follow them, in order to interact with them.
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• We’d be happy to talk to you more about this.
• Feel free to pass along any feedback you have.
For a Twitter follower to DM us, @Bell_Aliant will automatically follow them, in order to interact with them.
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• Refresher Christine Larade
• Radian6 Engagement Console Ali Lee
• Closing Remarks Christine Larade
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o Inbound versus Outbound o In-scope versus Out-of-scope o Playbook review o Categories o Appropriate responses
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Day 2 Objectives
• How to
– Tag respond/investigate/assess appropriately
– Interact with the customer
– Update the Notes/ Tags section of the Radian6 Console
– How to follow-up on assigned, strategic or open posts
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1
• Open new tweet/Facebook post
• Tag online mention
• Assign a macro
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2
• Look at the history for previous tweets
• If recent tweet exists, assess whether a new tweet is required
3
• If it’s an easy answer, respond
• If investigation is required, first touch response
• Once new info is available, follow-up with new tweet
• Edit notes/tags
4
• Close tweet/Facebook post

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1
• Representative ‘tags’ the online comment as out of scope and assigns it Out of Scope macro
2
• Monthly analysis and research determines if out-ofscope content is appropriate or whether it needs to be responded to in future

Direct mentions on Twitter that appear to be addressing Bell Aliant
• Hash tags - #Bell_Aliant; #BellAliant, #Aliant
• Direct tweets - @Bell_Aliant; @Aliant; @BellAliant
Facebook Wall comments
• Bell Aliant official page
Response process
• Each online comment will be assessed and (if required) responded to by the proper
Business Unit by sending a direct message to the originator of the tweet or wall post
Examples of what we will respond to:
•
Mentions of our company as part of presentations or events
•
Compliments of product, service, or people
•
Recommendations or referrals to products and/or services
• Customer Service/Support issues or inquires
• Sales leads of product inquires
• Feature requests
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8
8
Twitter
• Ongoing discussions between two or more tweeters
• Employee comments
Facebook
• Comments made in users’ unprotected personal status o Suggested protocol is that we NOT contact a customer about a personal and unprotected complaint on their personal page
Examples of what we will NOT respond to: o Unwarranted public apologies o Details about future product enhancements o Reference to partners, customers that are not publicly known o Comments that include vulgarity or are obvious spam o Online comments relating to Bell or Bell Mobility
- We are currently working on a process to send potential sales leads and product issues to Bell Mobility online representatives o Direct responses to inaccurate commentary (media, customers)
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TWO WAY CONVERSATIONS – DON’T INVITE YOURSELF IN…
@PaulaG219 @Syllver @JeffGrattan I have been courteous and kind to @Bell_Aliant phone support and have always gotten GREAT support.
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As soon as someone follows @Bell_Aliant, we will automatically follow them. Nothing else has to happen.
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Classification of comments
• Product Review
• Product/Service
Compliments
• Company/Stakeholder
Mention
• Company Outreach
• Sales Lead
• Legal/Financial
• Legal/Cannot respond
• Unclassified
• Product inquiry
• Recommendation/referral
Level of engagement
• New content, not reviewed
• Recommend follow-up
• Commented, awaiting reply
• Commented, closed
• Referred
• Resolved, no further action required
• Reviewed, close, no engagement required
• Reviewed, determining best response
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Console is important to track what we’re saying to customers and the notes we’re keeping.
• Up time: Radian6 commits to 99.5% up-time
• Backups: Data is stored in three live production databases.
Complete backups occur bi-daily and are stored on two different servers with content moved to an offsite location on weekly basis.
• Confidentiality: Access to customer-specific data is tightly controlled by the application systems (Dashboard, reports, etc) with customers only having access to data associated with their client and matching their search profiles. Confidential information such as passwords are always encrypted/obfuscated when stored in the Radian6 system
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• Call - 8:00 am to 4:00 pm(EST), Mon – Fri, excl. statutory holidays o 1-888-6RADIAN or 1-888-672-3426
- Select option 2 for Customer Support
• Email - 24 hours a day/7 days a week @ support@radian6.com
• If telephone/email outreach is not providing the necessary support,
– Escalate by contacting Christine Larade
• Email: christine.larade@bellaliant.ca
• Cell: 902-430-3446
• If Christine is not available,
– Contact the Radian6 Customer Success Manager, Derrick Lyons
• Email: derrick.lyons@radian6.com
• Cell: 506-
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Corporate Affairs and Marketing will focus on Outbound
• Team website will include online calendar where response team can go looking for current tweets
• Outbound campaigns will be shared with response team in advance
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• Launch updated skins with appropriate brand and bilingual account information o Provide unique and valuable bilingual content via @Bell_Aliant,
@Bell_Aliant and @BellAliantFR
• Business Units (i.e. Customer Experience, Customer Care, Corporate
Affairs, Marketing) will respond to: o Mentions of Bell Aliant at FibreOP launches and events o Compliments or referrals about products, service, or people o Customer service/Support issues or inquires o Sales leads/Product inquiries
• Our preliminary approach will focus on: o Responding to customers’ inquiries by providing the right answers, insight, or solutions in a timely fashion o Encouraging information-sharing, engagement and participation
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• Actively promote the Facebook web address
Facebook.com/BellAliant and Facebook.com/BellAliantFR
• Encourage information-sharing, engagement and participation by opening the Facebook pages’ walls
• Keep the page graphics and content fresh and current o Include such content as videos, graphics, online polls, etc.
o Promote community initiatives and sponsorships (contests and campaigns)
• Our preliminary approach will focus on responding to customers’ inquiries by providing the right answers, insight, or solutions in a timely fashion
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@sylviacreamer We left @Bell_Aliant, took 8 phone pkgs and switched to @TELUS, they are horrible, worst is they didn't seem to care.
@sylviacreamer @eastlink @bell_aliant Eastlink was the right choice. Been with them for years.
@sylviacreamer @eastlink @Bell_Aliant I'm leaning same way but don't need TV and concerned re phone service in case of a power failure
@firepuncher @eastlink @Bell_Aliant Go Eastlink. Better customer service and better deal for HD TV & Internet
SYLVIACREAMER It's almost like @Bell_Aliant wants us to leave them... holy moly.
@sylviacreamer @eastlink @Bell_Aliant I am shopping both for phone + internet Confusing How did you make out?
TWEET FROM: SYLVIACREAMER
Looks like @eastlink has finally won us over. Disappointed in @Bell_Aliant for making us feel like unvalued customers.
TWEET FROM: SYLVIACREAMER
Ok so @eastlink wins this one. @Bell_Aliant shocked with poor customer service and lack of customer appreciated.
TWEET FROM: JOSH_BEIR #ALotOfPeopleAreSaying that @Bell_Aliant doesn't value its customers. As a result,
@Bell_Aliant, eat your hat! Eastlink has a new customer!
TWEET FROM: SYLVIACREAMER
Source: twitter.com, Posted on: Mar 30, 2011 07:37 PM by sylviacreamer
@Bell_Aliant constantly phones about offers but not to tell us our bill is increasing. Looks like you're about to lose a customer.
TWEET FROM: SYLVIACREAMER
Source: twitter.com, Posted on: Mar 30, 2011 07:28 PM by sylviacreamer
On hold msg for @Bell_Aliant keeps pushing bundles.. We had a bundle then it magically disappeared. So yes, I need a bundle..again #fail
Following: 358 | Followers: 393 | Updates: 3655 | Sentiment: Neutral