This morning I tried a little experiment. I posted something silly mentioning American, Delta, and United, just to see how they would handle it. Do they have a sense of humor? Are they willing to just say "Hi" or maybe even "LOL"?
Here's what I posted at exactly 6:00 AM, Central Time:
Excuse meAmerican come back with this at 6:53 AM.@americanair@united@DeltaAssist May I please go very, very far on a very, very big plane? Thank you. Have a very, very nice day.
They were not super quick. In fairness, they didn't need to be. Maybe my message caught them a little off-guard. I imagine a Customer Service Twagent (I just made that up! ) calling a supervisor over and asking, "What do we do with something like this? Ignore it? Answer it? Answer it how?" However it happened, somebody on the other end was willing to represent their company and say something friendly and kind to somebody who poked them, in fun, at six o'clock in the morning. Maybe they checked a list and found that I've been an AAdvantage member for thirty years, almost since the program's inception. Who knows? At the end of the day, they responded as a human being to another human being who wanted nothing more than a response.@doug_picirillo Please let us know if we can help you in any way, Doug. Have a great day!
Neither Delta nor United responded at all. Either they have no sense of humor, they are terribly understaffed (which can be the cause of no sense of humor), or they have a policy that prohibits small talk with current or potential customers.
The envelope, please....
Doug Picirillo's irregular and completely unscientific
Best Corporate Tweep Award
goes to American Airlines!
Customer Service Dodo Awards
go to Delta Airlines
go to Delta Airlines
and United Airlines
Better luck next time!
For a more serious look at airline customer service Twitter trends, check out this guest post on SimpliFlying, A Tweet by Tweet Analysis of US Airlines
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