9 To 5 Customer Service Doesn’t Work Anymore!


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Some unhappy customers go to quite a lot of effort to complain and vent their frustrations when things go wrong! They write letters, they call, they tell their friends, they spread the news via social media – some even produce songs and videos (see Dave Carroll’s United Breaks Guitars!).

Well, a disgruntled British Airways customer recently actually spent a reported $1,000 to complain about them!

Hassan Syed purchased a premium tweet to complain publically after he received poor customer service when his father’s luggage went missing on a BA flight from Chicago to Paris, writing: “Don’t fly @BritishAirways. Their customer service is horrendous”.

The tweet was seen by over 76,000 users because British Airways took 8 hours to respond stating that their customer service helpline was open 9.00am to 5.00pm!!! It also got reported on the international news with Hassan being interviewed on CNN!

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It’s a great example that shows that when it comes to ‘Dealing With Disappointment’…….

  • Social media is seen by many customers as a valid channel to complain and make customer service comments!
  • Customers can (and do) it any time, anywhere, any place!
  • 9 to 5 doesn’t work anymore!!!
  • Lots of businesses aren’t listening!

Are you?

Republished with author's permission from original post.

Andy Hanselman
Hi there! I help businesses and their people create competitive advantage by 'Thinking in 3D'! That means being 'Dramatically and Demonstrably Different'! I research, speak about, write about and work with businesses to help them maximise their sales and marketing, their customer service and their customer relationships.


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