I am a Customer Service Manager for Global Airlines. On a busy day at I receive an irate customer named Bob. He explained at a high pitch voice that he and his girlfriend Gwen scheduled a flight to Charleston to LA, he exclaimed that he was going to a one and a lifetime live concert. The plane he was scheduled on had mechanical issues and was delayed for an hour and during that time we started to experience some bad weather in Charleston which resulted in the flight being canceled altogether. I could hear how mad he was by the way his volume in his voice kept escalating and escalating. He paid a total of $520 for both his concert tickets and hotel stay that he would no longer get to use. He said to me that he read the customer policy on …show more content…
So keeping the customer happy and off of twitter is my main objective. When dealing with a customer on the telephone, he or she may be difficult to sway. He may be angry and ready to stay that way during the duration of the phone call. So trying resolve the situation positively can be good for Global Airlines. Positive word of mouth gets and keeps customers (Chapter 1, Know why service matters). An upset customer tells 10-20 other people. These tell five more each. The total number affected by one poor experience = 50 to 100 (Chapter 1, Know why service …show more content…
I would let relay my level of sympathy to him at every turn. I would apologize to him profusely. I would let him know that I am on his side, and I will do everything possible to resolve the issue. I would give him a personal story about a similar thing happened to me. Building a rapport with him can make him understand that I am just like him, and I am only doing my job. He knows my limitations put on me by the customer service policy, In the back of my of head I know that there is nothing I can say would give him solace but my whole mission at this point is to cushion the blow when I have to reiterate the fact that I can only offer him a refund or reschedule the flight. There would be no perks offered to him during this phone
I felt that this response was the least ethical. Firstly, the salesperson would have taken advantage of the customer for personal gain. Secondly, a salesperson should not assume anything about the customer. If a salesperson were to assume anything, it should be through analysis of the customer’s needs. Even then it shouldn’t be an assumption, but an educated decision.
5 – High Apologize, put the customer at ease, tell him you are here to help him and ask him to explain his concern to find a possible solution.
(Dizik, 2010) Corporate policies, and training on those policies can mitigate the risk of customer-related disturbances. JetBlue failed to arm Mrs. Amarsingh with the proper “know how” on dealing with unmannerly customers. JetBlue is aware that “passenger frustrations” are increasing and flight attendants continue to be “walking targets” for intense customers. (Kinicki & Fugate, 2012, p. 170) Since the company understands the current environment, it is JetBlue’s duty to protect Mrs. Amarsingh, and all employees, from belligerent customers. JetBlue employees should not expect to fend for themselves against hostile patrons, without support from the corporate leadership. (Bloom,
The topic in which I chose to do a scrapbook on was “How the government affects the airline industry in Canada”. Specifically I chose articles that related to the aftermaths of the September 11th tragedy. This event affected airlines in an enormous manner. Many airlines were facing economical problems and in turned asked the government for assistance. As a result, Canada 3000, which was Canada’s second largest airline carrier filed for bankruptcy protection on October 11th.
I was wondering why there was an issue onto why there was an issue. The sales rep told us that everything was all set, what was wrong? According the email, “Two orders from your recent Verizon Wireless purchase has been cancelled due to an outstanding balance. Please call 1-800-OHM-YGOD to resolve any issues.” While checking the shipping email, I was curious to see which phone got shipped out. To my surprise it was my phone, so I was honestly excited for this. Walking downstairs I relayed the information to my mother and father who were honestly not happy about this. But was told that they would wait to see if the shipment would come in to see my phone got
When this happens I will remain calm and polite but will warn them of their behaviour. An example of this was when a customer’s order was delivered late she contacted Salons Direct and told me that she has just lost a week’s work because of her product not arriving on time. The customer was promised this but due to unforeseen circumstances it arrived a couple of days late. I listened to the customer and she became very abusive towards me and threatened me. The names she called me are not printable and I was quite upset with what she said. I put the phone down on her and informed my manager. Laura took the customer details and contacted the customer. Laura spoke to this person and informed them that they will no longer have an account with Salons Direct and that if they ever call again and speak to the advisors she will pass the recorded conversation to the authorities. Laura then ended the call. She then explained to me what she has done and thanked me for being professional and following
Dr. Jaeger is not just any Air France traveler – he is a privileged member of the airline’s most elite loyalty program: Club 2000. By virtue of this membership, he is to expect the utmost in superior service quality standards from Air France. But after a horrible experience with the airline that left him “standing in the rain,” literally, he is not only incensed from his travels gone awry, but even more from the inferior service encounters he faces after the fact. After several months of frustrating, useless attempts to secure compensation for his lost luggage, and after having been ignored and given the “run-around” by many Air France service employees, Dr. Jaeger is obviously no longer an Air France customer. Yet the question remains: Who is responsible, and what should be done?
State the problem symptoms: Customer service is JetBlue’s opportunity as well as its strength. JetBlue is in danger of losing sight of its original customer service foundation. Without a strategy focusing on customer service as a priority, the initial success resulting from JetBlue’s commitment to exceeding customer’s expectations is in jeopardy. When planning objectives for accomplishing strategic goals, each objective should be built around customer satisfaction.
In summary, as a customer representative, I have been in unpleasant situations that have required me to calm irate customers. I’ve discovered first hand, that an apology is worth a thousand words; from experience, I understand the impact of being a great listener, especially when dealing with irate customers. However, we know that providing great customer service doesn’t end with apologizing, or being a tentative listener. It is our duty as CSR’s to go above and beyond providing customer satisfaction. We must show our customers that we value and appreciate their services, by providing them with the value of service they will appreciate. In the process we will gain loyal customers, prevent customer defections and generate free advertising by word-of mouth.
Complaints are a good form of feedback. They're a few steps to follow in handling difficult situations. The first is to Focus and listen to the customer. The next is to be courteous and discreet, if possible take the customer away from others. Then suggest way(s) to fix the problem, if nothing can be done thank the customer for bring the problem to your attention. If you can't fix the problem go to somebody who can but stay there to make sure the problem is resolved. Then find the solution and implement it, then check the customer is happy and re-thank them for bring the problem to your attention. Last off all record the situation in your establishments logbooks.
Wasserman, Michael. 15 Techniques When Dealing With Customers. My Success Company. 25 January 2005. .
Failure is an important part of our development as people. It teaches us lessons that we would not learn otherwise. These lessons can form a bases for future success. Throughout my life I have experienced failure on many occasions. In these instances I try to not get discourage, but instead use it to teach me a valuable lesson.
Companies differ widely in their approaches to complaint handling and in the importance they attach to this element of serviceability. Some do their best to resolve complaints; others use legal gimmicks, the silent treatment, and similar ploys to rebuff dissatisfied customers. Recently, General Electric, Pillsbury, Procter & Gamble, Polaroid, Whirlpool, Johnson & Johnson, and other companies have sought to preempt consumer dissatisfaction by installing toll-free telephone hot lines to their customer relations
The Career Exploration choice that appealed to me the most was the job of a Flight Attendant. I think that traveling the world would be very exciting and as a Flight Attendant I would have a chance to travel, meet lots of different people and experience different cultures around the world. Flight Attendants do not make a lot of money at first but I think it would be ok to work up to a higher salary, especially since Zarin said that the airline pays for your expenses. The idea of being a flight attendant is a little impossible for me. I don’t think I would enjoy the constant moving around or having to deal with people all the time. However, the idea of spending at least a few years of my life traveling the world as always appealed to me. I think having job security and arrangements would allow me a safe and structured way to experience different environments.
Listening is one of the most important steps with dealing with a difficult customer. By listening your can gain a better understanding of the situation and how to solve the issue. It’s important to let the customer voice their complaint and feel that the company takes each and every ...