OVC Chit Chat

Customer service is one of the most important ingredients for growing a successful business but here is a lesson for all of us in how social media can bring worldwide exposure, of the wrong sort, to companies who ignore a customers complaint.

In days  gone by it was difficult to broadcast messages about poor customer service. Yes you could try speaking to the press but very few  of these stories ever saw the light of day.

United Airlines have discovered after ignoring a complaint from a musician, for over a year, that thanks to social media his complaint that they broke his guitar and did nothing about it  has been put out on the web for all to see.

This story was quickly picked up by the Consumerist magazine who published the story and with the You Tube video approaching 5 million views  this has come round and bitten United.

We should all remember this storey next time we decide how to resolve a customers complaint.

Tags: complaints, customer, service, social media, United

This entry was posted on Tuesday, August 11th, 2009 at 9:30 am and is filed under OVC News. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.