Customer service, Twitter-style
Posted on 04. Dec, 2008 in New Media, Personal
Having sold my beloved Ford Focus ZX5 in February, Kadisco’s 4-wheeled transportation needs fall to Zipcar. I rarely need to use a motorized vehicle, so pay-by-the-hour carsharing works out great (although it is a bit stressful to always be in a hurry to return the car on time). Anyways, the car that I reserved Monday night had a flat tire when I got there. I called Zipcar and they switched the reservation to another car a couple blocks a way. Walking to the new car, I tweeted, “Just picked up a Zipcar with a flat tire. What a day.” The next morning, a Zipcar rep who monitors Twitter called me, emailed me, and credited my account $25 on top of the extra half hour they had already added to reservation.
That’s a textbook example of customer service in the era of social media. I would take it a step further, though. If they had said, “Here’s a $25 credit. If you could twitter that we hooked you up, that would be awesome,” I would have gladly done so.
