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!
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?
