L&D: The Cost of Customer Service Stupidity in the Age of Social Media

The Power of the Purse Can Start with Social Media

There’s a Lesson in here somewhere… from 10 years ago…

From Wikipedia

United Breaks Guitars” is a trio of protest songs by Canadian musician Dave Carroll and his band, Sons of Maxwell. It chronicles a real-life experience of how his guitar was broken during a trip on United Airlines in 2008, and the reaction from the airline. The song became an immediate YouTube and iTunes hit upon its release in July 2009 and a public-relations embarrassment for the airline.

From: How saving $1,200 cost United Airlines 10,772,839 negative views on YouTube

See this video for Dave’s story told in music…

Video #1 – Tells the Story

Video #2

Video #3

This is a classic story with a moral.

I’d show this in every Customer Service Training Session – to the Executives who own Policy. Then I’d show the video of their reactions to the agents. IF… the reactions were appropriate … and not STUPID.

Perhaps Dave Needed a Guitar Case Made By American Tourister


Another from 1980…

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