Few days ago I shared on this blog a story that happened between Aramex CEO (Fadi Ghandour) and one of my twitter friends while he was following up with her on Twitter about an issue that she was facing with Aramex. That was a good example of how Twitter became a new platform for customer service by getting in touch with the higher management of the corporates.

Few hours ago, apparently it was my turn to get into the same experience with Majd Shweikeh (@majd_shweikeh), Orange Mobile CEO, who apparently loves twitter and loves getting the feedback on her company’s performance from the tweeps around. I always see tweets coming in front of me between her and my friend Firas (@steitityeh).

I called a friend of mine today to say “mbrook” on the new iPhone he got, after our endless trials to convince him to get one, he told me that no “mbrook”; the phone has a defect and it’s at the service center of Orange. I asked why they didn’t give you a new one? He answered: they should do after testing it and it might take up to 3 days! That doesn’t make sense to anyone, so I decided to take a step further and ask Majd Shweikeh for the help.

What do you think her reaction was? Let the image speak on behalf of me:

Majd Shweikeh replying to my tweets

I have nothing to say more than: Thank GOD I’m on twitter and thank you Majd Shweikeh for following up with your loyal customers

Are you on Twitter? Are you aware that Aramex as a corporate has its own presence there with, at least, the two accounts I’m following (@Aramex & @ShopnShip)? But what you might not know is that Aramex Founder & CEO, Fadi Ghandour (@fadig), is taking care of his customers on Twitter and following up with them on their issues.

Yesterday’s morning it was when I logged into Twitter from my iPhone to find one of the tweeps I’m following (@Zahia_) complaining about a problem she’s facing with Aramex people in USA:

Fadi Ghandour (Aramex Founder & CEO) replys to Zahia Nasan on Twitter

Regardless if that issue has been fixed or not, but I’m really impressed how Twitter is being used as the new customer service tool, and how it’s helping the customers to get in touch directly with the higher management of the corporates.

@mkhawaja also shared on twitter today an article from @USATODAY with a review about the same subject.