Question

Your Task Read the following Twitter messages and write a 140-character tweet reply to each. Be selective in what you include. Your instructor may show you the actual responses that the company wrote.

1. @DustinB to @Walmart: Having a terrible time with savings catcher losing my money! Will someone help? Prepare a response that explains that Walmart can't really fix this problem. But we can refer the customer to our Savings Catcher team at 866-224-1663. Or the customer could e-mail [email protected] for assistance.

2. @NicoleD to @Whole Foods Market: Did you guys discontinue the heavenly super stars gummies ?!?!?! Prepare a response explaining that you had to check with WFM's private label team to see whether this was a WFM item or a private brand. Unfortunately, you learned that this private brand of gummy candy has been discontinued at Whole Foods Market. However, you will pass along the suggestion in an effort to get this customer's favorite gummies back in the store!

3. @Courtney88 to @Southwest Air: Absolutely floored by @SouthwestAir. No wonder your bags fly free, there's a chance they'll lose it & can't give you a clue where it is. Prepare a response that explains that Southwest takes all baggage issues absolutely seriously. Request that the customer send a direct message (DM) with the customer's flight confirmation number. This action will help with the baggage search.

4. @Tucson79 to @VW: Sunroof on wife's Bug is noisy to the point that may not get VW for next car. Mentioned this at service, still whistles constantly. Prepare a response based on the following. We can't immediately know the problem, but we do very much want to learn how we may be able to help. We will need you to DM us with the following information: your VIN number and your e-mail address. These pieces of information will enable us to reach out to you.

5. @RachelD to @CapitalOne. Shout out to @CapitalOne for immediately catching fraudulent activity on my account and resolving it in a 7-minute phone call! Prepare a response that acknowledges receipt of the tweet but also conveys the goal of CapitalOne to make the lives of customers easier so they can catch up on things like shopping, TV, and movies. Include a winking happy face ?

Answer 1

1. @Walmart to @DustinB: @Walmart cant fix it. Pls call @ 866-224-1663 or e-mail @ [email protected] for assistance.

2. @Whole Foods Market to @NicoleD: Checked with WFM's private label team, product discontinued @WFM. Will pass along the msg to WFM to get it back.

3. @Southwest Air to @Courtney88: @Southwest Air takes baggage issues seriously. Pls send a DM with the customer's flight confirmation number for assistance.

4. @VW @Tucson79: Don't know the issue yet but ready to help you. Pls DM your VIN number and your e-mail address for assistance.

5. @CapitalOne to @RachelD: Happy to hear from you. CapitalOne strives to make your life easier so they you catch up on things like shopping, TV, and movies :)