Tag: American Airlines

  • How not to use Twitter for customer service

    Social media a powerful tool today. Everyone with a few followers now has a megaphone to shout out in the store. And sometimes that shouting goes “viral,” the greatest hope and greatest fear of every brand. The greatest hope because a viral video, even if it gets spoofed, still creates enormous amounts of positive brand […]

  • Why Customer services agents shouldn’t ask how they can help.

    A bad day had just gotten worse. My flight out of Springfield Mo had been delayed because of what I felt was staff incompetence. New FFA rules were blamed on the plane being delayed because ground crew needed more rest time. Instead of redeeming the time, the plane was only de-iced after we pulled back […]