Struggling with their customer relations, a UK-based railway company hires a 15-year-old teenager to take over their Twitter account, receiving an impressive response from customers, as they’re entertained by the teen’s humor and positive attitude.
As part of his work experience, 15-year-old Eddie began working at Southern Railway, a railway company in the UK that has recently been faced with unsatisfied, complaining customers due to their train delays and employee strikes. These customers, frequently write into the company via Twitter, explaining their frustrations with the railway company.
Determined to try anything to fix this dilemma, Southern Railway decided to let the teen take over the company’s Twitter account. Eager to answer customer concerns and questions, Eddie’s wrote in his first tweet, “Hi, Eddie here! Here on Work Experience and ready to answer your questions!”
Since then, Eddie has become an internet sensation, answering customer questions with quick wit and a positive attitude. Eddie’s humorous twist has exceeded beyond questions regarding the railway’s routes and delays, with many of the questions, ironically, having nothing to do with trains.
Twitter users have even begun using the hashtag, #askeddie, building a trending discussion around the adored teen.
Eddie even discloses his definition of love.
Many users, impressed by his common sense and cleverness, tweet encouraging responses such as, “You’re wise beyond your years Eddie,” and “Keep it up!”
Eddie’s efforts have increased Southern Railway’s customer satisfaction dramatically, and the company has noticed. A Southern Railway Spokesperson stated, “Using social media to keep our passengers up-to-date is a key part of our modernisation plan, “ continuing with, “We are pleased to have given Eddie an insight into working life in our social media team and are thrilled to see that he won over so many of our customers yesterday. We have been very impressed by his quick-wit and positive approach at the age of just 15.”
Eddie’s charm and likability have played a pivotal role in improving the company’s customer relations in the wake of hardship, demonstrating that a little humor and a positive attitude can go a long way!
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