A 24 hour period with no service on the O2 network seemed to be more than a lot of customers could take, with many customers unable to receive or send calls and texts or access data. Despite the fact that the network was back online again the following afternoon many angry customers used Twitter to let off steam. However, the O2 Twitter team responded in a rather unconventiional, some may say un-business like, way.
I think they took a real risk of making angry customers even more mad but it may have paid off. What do you think? Have a read of the full article on the Business Zone web site and see for yourself. Disclaimer: the article contains some strong language 😉