Good Customer Service Can Save a Tough Situation, Even on Twitter

We’ve written before about how important it is to keep track of customer service on social media. Especially Twitter – Social Media Examiner reported that over half of customer service questions are sent through that network.

But sometimes you just need to experience something to drive the point home. Such was the case last weekend, when my cross-country flight was cancelled. My husband and I were booked separately, and Delta didn’t contact him about the cancelation, just me.

While we were gearing up to go to the airport to figure things out, I thought about tweeting to Delta. Couldn’t hurt, right? I tweeted at Delta and at its dedicated customer service account, @DeltaAssist. Within two minutes, @DeltaAssist tweeted back at me: “I am terribly sorry to hear this. Please follow and DM your confirmation number for assistance.  *CS”

We direct-messaged our confirmation numbers and almost immediately got a response that someone would look into it. In the meantime, we decided to go to the airport and see if we could figure things out there. We were able to rebook at the counter, and messaged @DeltaAssist of this fact. We received this back: “Great, please let us know if we can be of assistance in the future.  *CS”

So often when you deal with a company you have no idea if your complaints or problems fall on deaf ears.

It’s so important to be in touch with your customers, so even if they have an issue with your product or service, they get the best experience possible. It was a headache to rebook our flight, but Delta supported, helped and – most importantly – sympathized with us every step of the way. We’ll fly them again, for sure.

– Sarah Annese