From the course: How to Get Great Customer Service

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Choose the best service channel

Choose the best service channel

- It seems like there's a million ways to contact a company for customer service these days. When I had a flight get canceled, I saw some people stand in line for face-to-face service from a ticketing agent. Others got out their phones and called. While, still, other passengers used the airline's smartphone app to try and rebook themselves on another flight. I used social media to send the airline a direct message via Twitter that included my name, confirmation number, and destination airport, plus another airport that would also work, to give them more options. Then I sat back, opened my computer, and did some work while other passengers spent their time waiting in line or on hold with the airline's reservation center. The airline responded to my direct message within 15 minutes and rebooked me on a later flight. I could tell my experience was a lot easier and less stressful than many of my fellow passengers. When you are a customer, choosing the right service channel can mean the…

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