Customer support has always been a thorny area for both the companies providing the support and customers availing them. With the advent of the social communities and tools, customers have used them as alternate means to voice their grievances. I came across this really great video through which a customer was voicing his displeasure of a service.
Fast Tube by Casper
His complaint: United Airlines broke his guitar as part of managing his luggage and belonging.
Are we looking the new model of customer interaction we will see going forward? Social Media is affording these capabilities to customers long frustrated with bad service – despite paying for the service. Seems like the tables are slowly getting turned on the service providers. Tougher questions will be asked of them if/when the service levels falls below acceptable quality.
