JetBlue, I need a Wheelchair!
Before she even spoke to customer service, a representative handling JetBlue's Twitter account had responded to her, willing to hook her up directly to someone who could help.
It seems that more and more corporations are hooking themselves up with Twitter accounts to address the immediate (and über-public) concerns of the tweeting hive-mind. Has anyone else out there had a run-in with a corporate Twitter account?
Jetblue Twitter Account [Twitter]
]]>My grandmother took a flight from Montreal to Madrid a few months ago. She was taking Air Transat.
We took her to the airport and lined up with her at the check-in counter (we weren't going, just seeing her off). To our surprise, the representative from the "VIP" line (you know, for people who pay extra or have some sort of premium subscription or however that stuff works) called us over, letting us bypass the long check-in line. The representative helped her re-pack her luggage after it turned out that her suitcase was slightly overweight, got her a wheelchair (she could walk just fine, but standing in lines for extended periods of time is tough for an elderly lady with diabetes-induced foot issues), and arranged to have her picked up by the staff to join the groups of children and elderly that get accelerated through security.
There are indeed caring human beings working for these airlines, and sometimes you get lucky.
]]>Twitter is just a gimmick that is fashionable for companies to use and generate some quick PR. Companies would do better to improve their phone and email customer service than waste resources trying to support another source of customer communication.
One message to Comcast Frank and within 30 minutes the "unfixable" problem was totally resolved.
]]>Southwest is following me, because I made a comment about a fun corporate event.
]]>CNN anchors and MSNBC anchors also have twitter.
]]>@Mr. Guy: I hope this isn't what her next Waxing Off piece will be about. Not nearly salacious enough.
]]>Which just goes to show the biggest truism of customer service. The squeaky wheel gets the grease. The louder the squeak, the more grease.
]]>We also may not always follow those simply trying to "test" our response time. Encouraging those sorts of activities can quickly create an environment where we might loose track of those looking for information or assistance in a rush of people looking to play.
We will follow someone on Twitter if they're addressing us with a question, have a misconception, or concern we can directly address, or if they choose to follow us. We love the community, and are certainly always adjusting how we interact with users on based on feedback from the community. If you think we need to adjust our strategy on Twitter, all you need to do is tell us!
- Morgan @JetBlue
]]>Comcast Frank responded to my Twittering call for help in less than four minutes late at night.
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