Does Mobistar follow best practices for complaints management?

Successful business practices regarding the management of customers complaints include the diffusion of the information within the organization.

After I reported on my fight against Mobistar, I was wondering whether their most exposed (in terms of visibility) customer service would have been informed.

I decided to ask send a tweet to Mobistar’s Twitter account to ask about the warranty for accessories purchased from them.

Guess what … same question, same answer, same punition.

My take:

No need to investigate further. Mobistar just doesn’t care about customers and I’m amazed to hear and see about their latest advertising campaign claiming the benefits of partnering with them.

By Pierre-Nicolas Schwab Dr. Pierre-Nicolas Schwab is the founder of IntoTheMinds. He specializes in e-commerce, retail and logistics. He is also a research fellow in the marketing department of the Free University of Brussels and acts as a coach for several startups and public organizations. He holds a PhD in Marketing, a MBA in Finance, and a MSc in Chemistry. He can be contacted by email, Linkedin or by phone (+32 486 42 79 42)