Recently I had to contact Tesco by email about a Tesco Clubcard account. Well I say email but that wasn’t an actual option as they don’t let you email them directly but instead use an online form. After submitting you receive a conformation email.
Thanks for your email, we really value our customers’ feedback, we’ll be in touch with a personal response shortly.
If you’d like to hear from us sooner, you can tweet us or post on our Facebook page:
Facebook – Twitter
Just include your reference xxxxxxx in your comment so we can help with your query.
Our Social Media team are available between 8am–11pm Monday to Saturday and 10am – 8pm on Sunday.
Clubcard Operations Manager
As soon as I saw this I was disappointed that they valued my feedback so much they would want the remaining of the conversation to be arranged in public and would priorities customers who did so. The fact is this has taken the shine off what would have been an excellent customer experience. Tesco responded on a Sunday within 2 hours 20 mins and actioned the request on the account.
##Tip to Tesco
If you have good customer service then don’t try to encourage people to use other communication methods especially if they are public as it might back fire.