Re:How the Mad Men Lost the Plot
by Pyxl101 on Friday November 13, 2015 @04:09PM
(#10562406)
If those social media accounts function as an expedited way to get customer service, then people are indeed interested in engaging with them. That seems to be one of the popular uses of Twitter for brands these days: a way to escalate complaints that aren't getting attention through usual channels.
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I've also personally run across cases where I was bitching about some aspect of the service at a hotel or whatever. Not trying to get customer support necessarily, but just complaining--e.g. the network went out for 2 hours this afternoon. And I've had people from the main hotel customer service reach out and put some points in my account or whatever.
It's not a huge deal but this sort of thing can move experiences from black marks to something even mildly positive.