So we all know Twitter can do many things – other than telling your followers what you’re eating, you can also use Twitter to express your views, to collect other people’s views, and to spread your friends’ views (by re-tweeting). And of course, we’ve heard many stories about using Twitter to find missing teens or getting better customer services.
I for one is a believer that Twitter can help improving customer services but then believing is one thing, can experience one is another. That was an incident last week related to a trip to Mumbai, India in February and I needed to get a room and airport transportation services from Hyatt Mumbai.
Looked like a simple task, I know. But somehow somewhere the reservation record was not right, I had email exchanged with the “e-concierge”, the “Catering Sales manager” (yes, strange I know) and “General Manager” (yes, right), but still could not sort the things out. So I decided … to air my frustration through Twitter.
And then within two hours, Hyatt customer services / Twitter team found my tweet and replied with another tweet.
I then direct-messaged the reservation confirmation number to them. In an hours or two, I was told the reservation was done exactly the same as my request, and then a follow-up email from Hyatt Germany service team (!!) wrapped up the case.
Wow, I love Hyatt’s service and obviously the capability of Twitter. The big question to me is how can one corporation compete without providing the same level of services in today’s world ?
What’s your Twitter customer service stories ?
M.Y. Lessons Learnt 
Good story and my question is. Why could this not be handled easily and directly via email or even better phone?
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Well in fact, over 30 emails were exchanged to solve the problem … and to make phone calls, hmmm … I would rather have things in black & white, to make sure my instructions and their actions are clear. YMMV 😎
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