Take customer complaints personally
Delta Airlines recently found themselves eerily ready to play out the “United Breaks Guitars” nightmare again when they required prodding to replace an expensive guitar damaged in flight.
Airlines have a notorious reputation of dragging their feet when it comes to making right their wrongs. They would do well to take a page from the Enterprise Rent-A-Car school of customer service:
In this short commercial, we see the DNA of customer service: Take customer complaints personally and if there ever is a problem, on-the-spot employees should have the power to make it right.
The social media world has turned into a venue where really upset people who used to never really have a voice now have a way to make your company suffer for making them upset.
Customer service may have always been technically important, but today it is amplified by the power of “word of click“. In today’s competitive landscape, customer service is more important than ever. A company’s reputation for satisfying their customers has never been so valuable.
Will airlines change their customer service culture?, and will Enterprise live up to their promises?
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Take customer complaints personally — http://www.torbenrick.eu/t/r/ude
@torbenrick
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