Tesla hires new customer service staff to address complaints sent to customers by Elon Musk on Twitter.
Tesla’s new customer service
If you want to work all day on Elon Musk’s @ Answers on Twitter, Tesla has the perfect job for you.
The carmaker lists a new remote customer service job and as part of the role, Tesla wants to address the candidate ‘escalations on social media directed at the CEO’:
” The role of a specialist is to resolve or escalate complaints through appropriate channels and to increase critical thinking on social media, which is directed at the CEO. Perform Tesla Measures of Excellence, perform other duties and tasks, including administrative, special projects. ”
While the description calls it ‘social media’, CEO Elon Musk is known to use Twitter.
This is Tesla’s Communications
It’s not new that Tesla has people watching on social media to get customer feedback and even address direct customer complaints.
We have received many reports from owners who are having difficulty addressing Tesla specific issues, only to call back after they have been posted on social media and tagged Tesla and / or Elon Musk.
Historically, Tesla has made it difficult to connect with customer service because it focuses on communication through its mobile app.
The carmaker has made efforts to improve with new features, such as an escalation feature on its website, but people have achieved mixed results with it.
Last year, Tesla continued its unorthodox communications approach by disbanding its PR division.
Right now, it’s crazy to say, but one of the best ways to put something on Tesla’s radar is to tweet Elon Musk on Twitter.
Electrek’s Take
In the past, I have often shared my thoughts on Tesla’s communications. I think they are poor and one of the biggest weaknesses in the business.
Trust in social media like Twitter is also a bad idea in my opinion.
I’m not saying that someone with this position in Tesla would be valuable, probably, but there is much more to the communications front that would be more effective than looking at Elon’s answers.
In terms of customer service, Tesla not only competes with other car manufacturers, but also with car dealers, who we all think have their negative aspects, but one of their main advantages is that they offer local customer service.
I think Tesla will do better by investing in hiring more general customer service specialists in their centers to provide a better local experience.
A PR department to respond to media inquiries would also be a good start.
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