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Getting customer service through social media

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PHOENIX (KSAZ) -

Most of us dread calling a customer service number but the days of waiting on hold to get what you deserve from a company may be over.

"He ended up giving me a free two hour massage," said Jeff Koawlski.
    
"they gave me a $200 gift certificate to Pottery Barn kids and then a $400 refund," said Casaundra Donahoe.
    
Both Jeff and Casaundra got exceptional customer service at the same place, Twitter and Facebook.
    
"I originally tried to call, and it took they said there was a 90 minutes wait time," said Kowalski.
    
When Jeff Kowalski tried to tell Southwest Airlines that they charged him five times for one flight, using the phone didn't get him anywhere , but using Twitter got him a reply and a $75 voucher within five minutes.

"That was the first time I'd actually used Twitter to reach out to a company like that, and I've been doing it ever since," said Kowalski.

He also got a refund within two in days.

"Go ahead and do it because you never know what you're going to get out of it they could just tell you sorry for your loss or they could make it worth your time," said Sarah Harbeke.

After a misunderstanding at one of their spas, Massage Envy made it worth Sarah Harbeke's time to head to their Facebook page, they resolved the issue by offering a 2 hour massage for free.

"So this ones saying I'm not a happy customer I'm kicking myself for not being aware of the membership cancellation policy," said Christopher Stipp, director of online marketing for Massage Envy Spa.

Christopher Stipp interacts with Massage Envy customers online.

"You have to be where your customers are, and our customers are on social media," said Stipp.

More than 1.4 million Massage Envy customers all have access to Twitter and Facebook where they can expect a response within an hour.

When replying to complaints, he exchanges email addresses to discuss details.

"Was told there'd be a fifty percent charge, wow ok, so again a perfect example... let us try to make it right, so it's trying to determine what actually happened and then creating response that's actually relevant to them," he said.

Unlike a phone conversation, social media comments are public giving control to the customer Casaundra Donahoe used Facebook to get 600 bucks from Pottery Barn after they botched the delivery of her baby furniture.

"Companies now have to respond to the customers and give them what they want otherwise they're going to have a huge public relations problem," said Donahoe.

So the next time you have a customer service complaint you may want to click instead of call.

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