Customer Service Manager For Global Airlines

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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

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