4333 Amon Carter Boulevard, MD 5675
Frequent Flyers Club Members, American Airlines
Dear Valued Members:
Greetings from American Airlines. In the current scenario, social media plays an important role to connect people by sharing information. American Airlines, making use of social media, endeavors to serve its customer better by being active on twitter. Twitter also helps the airlines to spread awareness and information among its flyers. The objective of our feeds is to keep customers updated, besides the routine affairs, about the changes likely to occur due to unexpected developments. For further information and help, our tweets have links to the specific section of our website and the toll free numbers. To provide you an insight into our twitter operation, we request you to see the details mentioned below.
Why only Twitter-As you all know that Twitter provides simultaneous access of information to large number of people, who follow a particular Account. So, we use Twitter for passing on all the relevant information to our flyers. Besides this, customers can also place their comments pertaining to our services and let us know what they feel about us. We have received umpteen responses from our flyers for the improvement of our services. Following are some advantages offered by our Twitter operations for our customers.
Rescheduling of flights due to Change in Weather-Since flights operate in uncertain weather conditions, sometimes the flight’s cancellation becomes unavoidable. Consequently, we need to inform you well in advance to avoid major inconvenience. Our weather-related tweets contain all the relevant information for making alternative arrangements like re-booking, cancellation or refunds.
Introduction of New Flights- In our pursuit to provide wider connectivity to our flyers, American Airlines keeps adding the new international destinations to the existing list. Such information can be found in our tweets on regular basis. This is the best way to keep our customers in the loop. The details of new services can be had by clicking the link provided. An example is as follows.
On 2/11, we are launching daily, non-stop service from LAX to HND. (America Airlines, 2016)
Feedback
Feedback in any form-positive and negative- is beneficial to us. A negative feedback lets us know our gaps that need to be filled with our improved services. A positive feedback boosts our confidence to preserve your faith in us. Twitter is an active platform to exchange our thoughts. Hence, for sharing any experience with us, we are just a tweet away.
Conclusion- Technology has changed things around us and the airlines industry is no exception to this rule. American Airlines, being an innovation- driven company, has been in the forefront of finding better ways to the serve its customers. Twitter is one such tool that enables us to get closer to our valued customers like you, who have been patronizing us for many years. Thus, this tool is meant for your help and convenience. You can find the variety of information about multiple things like in-flight services, departure and arrival, refunds and bookings etc. by following us on Twitter. Therefore, it is our earnest request to all of you to make the best use of the services available on Twitter. We look forward to your cooperation.
Thank you for being our esteemed customers.
Public Relation Department, American Airlines.
As a part of the campaign to reach out to the maximum number of Frequent Flyers Club Members, American Airlines has decided to step up the efforts to provide all possible help to the members with the Twitter support. Having been loyal to American Airlines for long, these customers deserve the best from us. After going through the series of feeds on Twitter containing the customer’s response, I have come up with the following findings.
Achievements- Looking at the feeds available on Twitter, I am delighted to list down the factors favoring us. This proves how focused our employees are while servicing customers.
Timely information to the flyers- This is our biggest strength. Our feeds about the rough weather and the subsequent offers to rebook the flights have evoked a good response from customers. I have come across many appreciations in this connection. This strengthens the confidence of customers in our services. No wonder, we have a huge band of the satisfied and loyal customers.
Providing personalized care to our customers- We are doing a good job in providing personalized service to the customers. It is evident from the positive feedback from the customers. There are instances of our employees going extra mile to help the customers. Thank you for such an outstanding service to our patrons.
Impediments- During analysis, certain bottlenecks have also been found on our way of delighting customers. With concerted efforts, these impediments can change into achievements.
Long conversations-Many threads of feeds on Twitter are longer than they are supposed to be. Every time a satisfactory reply is not given, the customers continue to seek answers in different forms, lengthening the conversation.
Frequent use of hyperlinks-There has been a host of complaints that the link, provided to customers, doesn't always help them in getting the desired solution. Our customers get the impression that we try to brush them off by diverting them to hyperlinks. This is causing dissatisfaction among them - a serious matter.
The Action plan- By and large, our customers are happy with our twitter support. But, certain flaws have to be fixed. This calls for the following actions on your part.
Go beyond apologies and provide the much-needed help to the customers, if they are hassled by our faults. It is our dedicated service that can please them.
Figure out, while conversing with customers, exactly what they are asking for. Precise details need to be given to save time and efforts of the customers. Remember, quick service is the integral part of the best customer service.
Make conscious efforts, as far as possible, to provide the end to end solution to customers. Suggesting the hyperlink for any help ought to be the last resort.
Conclusion- Today, if we have plenty of positive feeds from a large number of customers on Twitter, it is because of your willingness and efforts to not only serve but also to delight them. There are few bottlenecks that can be removed with our planned efforts. I am confident that, with the proposed action plan becoming a reality, we can maximise the number of such feeds from the delighted customers on Twitter.
Reference
America Airlines. (2016, Feb 6). American Airlines. Retrieved from https://twitter.com/AmericanAir?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor
