SlideRocket Blog

Customer Service Presentation – OMG! My customer’s pissed and uses Twitter

By John Rode on March 28, 2011

I think we’ve all been there when a customer turns to Twitter to air their displeasure with your product or service. I know I’ve done it. Rob La Gesse, Rackspace’s Chief Disruption Officer welcomes it. He’s unafraid and has stated on many occasions his customer service strategy.

Actually, I’m not sure it counts as a strategy because his approach is just so human. He communicates with customers in a clear and simple way what went wrong, apologies, and listens to the customer to understand how to make it right.

SXSW Customer Service Presentation

Which brings us to Rob’s customer service presentation from SXSW. His message is uncomplicated and his slide design is clean. I’ve watched the presentation twice and read through much of Rob’s recent Tweets. His philosophy is at first surprising and novel, but on the second go around it all seems so natural that it feels disingenuous to not adopt it as well.

Here are the slides from Rob’s presentation on customer service. And here is a link to the recording of the SXSW presentation as found on his blog. It doesn’t take long to understand Rob. But here are three of his recent Tweets that encapsulate his approach to helping customers:

Do you have fantastic customer service presentation slides you’d like to share? Just drop your presentation link in the comments and we’ll check it out.


  1. Slide Buddy

    March 30, 2011 @ 8:06 pm

    That’s a pretty good disposition to have, I wish I had his calm sense of self. I always squirm and get lost when I’m being questioned, it doesn’t always turn for the best.

  2. John Rode

    March 30, 2011 @ 10:12 pm

    There is nothing easy about customer service. I bet even for Rob there are times when he needs to walk around the block to shake off a rough call.

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