Customer service in 21st century, in Twitter style

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 ?

Author: Michael Yung

Michael possessed over 30 years of experience in Information Technology with focuses on complex application development, database technologies and IT strategy. He also spent the last 20 years in Internet technology, eCommerce development / operations, web usability, computer security and Public Key Infrastructure technologies.

2 thoughts on “Customer service in 21st century, in Twitter style”

    1. 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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