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 Social Customer Service Review: Delta Airlines

Social Customer Service Review: Delta Airlines

Delta Air Lines, Inc. is a major American airline, with its headquarters and largest hub at Hartsfield-Jackson Atlanta International Airport in Atlanta, Georgia. In this post we will be reviewing the customer care performance of Delta Airlines on social media.
Delta airlines is quite active on Social media. They have to be. Look at some of the scenarios they are dealing with. A post that has gone viral.
Here is the original post.
Here is what it is after the case was resolved.

Element 1 – Tone of Messaging
Tone of messaging is quite natural.
Element 2 – Are they sending canned responses, without understanding the context?
There seems to be no canned response. But “Sorry to hear!” seems to be one of their most favorite.
Element 3 – Turnaround Time
Average turn around time on Facebook is more than 3 hours while that of Twitter is roughly 2 hours
Element 4 – Is brand sending personalized replies?
They do send personalized replies
Element 5 – Is brand following up on the complaints?
Delta airlines follow up complaints. Here is an instance of the same.
The first complaint and response:

The final and the resolution of the case:

Element 6 – Is brand answering to all the queries?
Delta fared pretty poor in this front. They answer only less than half of the queries and complaints.
Element 8 – Is brand sending duplicate replies?
No instance of duplicate replies.

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