Richard Branson’s Advice to Elon Musk and New Airline Customer Service Via Text

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About Gary Leff

Gary Leff is one of the foremost experts in the field of miles, points, and frequent business travel - a topic he has covered since 2002. Co-founder of frequent flyer community, emcee of the Freddie Awards, and named one of the "World's Top Travel Experts" by Conde' Nast Traveler (2010-Present) Gary has been a guest on most major news media, profiled in several top print publications, and published broadly on the topic of consumer loyalty. More About Gary »

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  1. Calling is so incredibly painful and old-school
    and text messaging lets one customer service rep handle far more throughput
    I can’t believe the infrastructure isn’t in place to handle everything over text

  2. While texting might seem more efficient, it does not allow for a complete expression of the problem, and also leads to more misunderstandings. Tone of voice does not come across in writing as well, leading to these issues.
    Good customer service should be a mix of text and voice based. In my experience, grievance redressals are easier handled by voice, and not text

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