Handling the hostile customer

Earlier this week, a disgruntled customer of British Airways paid for a ‘promoted tweet’ to denounce the poor service his father had received at the hands of the airline. It’s a symptom of changing expectations among digitally-savvy consumers, who’ll give a brand just minutes – in this case, just 15-30 – to pick up a customer service issue before they get angry. And now we’ve all got access to platforms to kick up a real stink.

Simon Booth-Lucking from one of our partner agencies, Claremont Communications, was interviewed on BBC World earlier today commenting on the story and the issues it raises, along with the sender of the tweet in question, @HVSVN:

http://www.youtube.com/watch?v=vHTDsMc75xQ

and let us know what you think

Find out more: see our products, get a quote

Email us now to set up a demonstration and discuss how we could support your training:

  • By hitting 'Go' you are asking to receive information from Social Simulator. You can opt out of our emails at any time. See our Privacy Policy for how we manage your details.
  • This field is for validation purposes and should be left unchanged.