Yesterday I flew home from my conference in Vegas. My connecting flight was delayed in Chicago for three hours. There were a number of people who were upset over the delay. The airplane that we were scheduled to take to Rochester had not arrived in Chicago. How the pilot of our flight handled the situation made all the difference. His actions are a great example of good customer service.
The pilot and co-pilot waited with the rest of the people. They were just as anxious to leave as all the passengers. When the pilot knew there was going to be a problem he himself made the announcement to everyone waiting. He apologized and offered to speak with people if they had any further questions. I cannot recall the last time something like that happened on a delayed flight. You usually have to deal with a company customer service person with far less customer service skills.
This is a simple example of great customer service. The pilot had nothing to do with the situation. But he was the face of the company at that time. Good customer service seems to be waning these days. Take an example from above and make the most of a bad situation. Acknowledge there is a problem or mistake. Then try your best to amend the situation in a timely manner. Regardless of how simple the remedy, very few companies can acknowledge a mistake or take proper corrective action to amend a customer service problem. Make sure you don't do the same with your customer service.
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