Excellent VS Poor Customer Service
So what separates excellent customer service from poor customer service? I’m the first to acknowledge that things don’t always go as planned. Things happen. It’s how a company reacts that separates excellent customer service from poor.
Example: Last week, an AirTran Flight I was scheduled to fly on was delayed for 5 hours. Not only did a representative call personally to inform, they offered a free round trip ticket good for one year any place AirTran goes. Didn’t ask for it. They just did it.
Contrast this to tonight where I’m writing this from Orlando as I sit and await Spirit Air. This flight has been delayed twice. They knew it at some point and didn’t call, no contact until we checked our bags. To make matters worse, it’s very late at night. So far, no offer of a free ticket, refund, hotel accomidation, no coffee, meal voucher …. NOTHING!
So, in a world where Facebook, Twitter and a blog can spread the word as fast as you can hit “publish”, a company should realize now more than ever the importance of excellent customer service. I just don’t get it. Having taught courses in marketing, media and public relations for years, I can tell you that poor customer service is like a wildfire and as such is very hard to contain once it spreads. You can spend millions of dollars telling everyone how “good you are”, but it means nothing if you can’t back up the claims when it really counts.
Oh, and I have a radio talk show I can also use as a forum. Hummmm. Wonder what my topic will be on the next show?
1 comment
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