Dan the Optus Facebook community manager everyone is talking about

OPTUS receives complaints from customers on social media daily. But it’s the way their Facebook guy replies that’s got us talking.

Dan uses Facebook to keep the conversation going with customers.

OPTUS receives complaints from customers on social media daily. But it’s the way their Facebook guy replies that’s got people talking.

The man known as Dan, who lives in Melbourne, regularly replies to customers on the Optus Facebook page.

His polite manner has been impressing the page’s 272,000 followers as he addresses customers’ grievances with the Australian telco.

Late last year, Optus faced a backlash after placing advertisements in Arabic in its Casula Mall store in New South Wales.

Dan’s replies to customers about the controversial multilingual signage were seen as refreshing and “human”.

Even when customers wanted to have their say, Dan kept a calm approach.

Australia is a country where English is our language. All people who live here are required to read speak understand...

Posted by Virgil Tracey on Tuesday, November 17, 2015

Dan’s informative reply to Virgil Tracey on Facebook.

Dan also addressed customers who said they were pleased the controversial Arabic signs had temporarily removed. He explained why they would return, rather than ignoring it.

Dan replies to Roshan’s comment about the Arabic signs.

When one Facebook follower asked for Estonian language signs, Dan was more than willing to have a conversation with the customer.

Dan’s reply which is non-confrontational.

Even when followers posted potentially provocative statements and questions like “Does Optus know the official language in Australia?”, Dan did not shy away. He replied in a fair manner.

Dan uses Facebook to keep the conversation going with customers.

Dan’s interactions with Optus Facebook followers have received an overwhelming amount of praise on the Facebook page.

Some showed their appreciation by naming him as “Australian of the Year,” “Dan for PM” and said he was a “legend” who deserved a pay rise.

A follower whose family moved to Australia in 1982 and did not speak a word of English at the time, wrote: “Thank you, Dan, and thank you, Optus, for standing up for what is right, and extending love and compassion not just to new Australians, but also to those who seem to have forgotten what it means to be a proud citizen of this great land.”

One fan even wanted to buy him a beer to say thanks. They wrote: “We can drink it by an Optus sign of the language of your choosing.”

Another person who wasn’t an Optus customer also left a note on the Facebook page saying: “I’m not even an Optus customer but I love Dan. Dan knows how to be a human.”

This is just a sample of what Dan’s fans have posted so far:

Just came here to express my love for Dan. I hope you've got a decent career path for that very smart & emotionally intelligent man. Props to some excellent recruitment there

Posted by Sarah McGee on Wednesday, January 6, 2016

Dan, you're an absolute legend. Optus, thank you for not allowing bigotry and fear control the conversation. I am...

Posted by Sarah Kay on Wednesday, January 6, 2016

I'm just here for Dan. #teamdan

Posted by Annie Pepper on Wednesday, January 6, 2016

Did not think I'd ever say I was proud of my mobile carrier. Well done, Dan and Optus! Your polite and respectful comments are going to net you more customers than Ricky Gervais ever could.

Posted by Aron Gibbs on Wednesday, January 6, 2016

WELL DONE, DAN!! Good job. You are a credit to us and I wish there were more like you.

Posted by Salwa Kirk on Wednesday, January 6, 2016

Dan needs a raise. He represents everything that is good in this world. What a legend X

Posted by Sharna Holding on Wednesday, January 6, 2016