Mastering Customer Service

by Philip M. Anderson
OK, so it’s taken me a whole long time to get to Part 2.  I apologize for that.  And here I am spouting advice on customer service when I can’t even keep my own promises!

So, Part 1 was all about the lack of any semblance of creativity shown by Delta Airlines back in October.  Part 2 is all about the GOOD cusomer service I encountered.

The fact that Shelley had booked through Delta it seemed reasonable to expect they would be the frontrunners in customer service when she missed her original flight.  But at every turn, every corner, it was the same message:  “We’re very sorry but there is nothing we can do.”

That’s why I was amazed that virtually EVERY OTHER AIRLINE I called bent over backwards to try and help her and she didn’t even buy through them.  American Airlines was the best.  They tried everything they could to get her on a flight to Dallas from Washington, D.C. but it never quite worked out.

I am used to flying Alaska Airlines and, in my humble opinion, they are second to none in customer service from their reservations, gate agents, customer service and flight attendants.  I am ALWAYS iimpressed by their focus on making the customer feel happy and welcome.

Another thing happened while in Dallas.  After a very difficult travel day I arrived at the hotel we were to stay.  We had for the airport at around 4 that morning and Shelley went to D.C. and I to Dallas.  I’ve had easy travel days and this wasn’t one of them.  I arrived at the hotel around 5ish, ready to unload about four boxes I had traveled with that day as well as my own bags (we were responsible for all the gift bags that were to be given to speakers and volunteers of this business conference, thus the many boxes).  All I wanted was to get into a pair of shorts and a glass of wine.

THAT wasn’t going to happen!  Fire trucks awaited me as I pulled up to the hotel, with water running and people standing everywhere.  There had been a fire and they had to evacuate the hotel.  I set the boxes on the sidewalk and tried to get as much information as possible as to what was going on and when I could check in.  Then I found out some information that I wasn’t willing to accept:  Everyone that had not checked in (as well as all the people on the floor with the fire) were going to be moved to another hotel.

And it was even possible the conference would be moved as well.  I opted to wait it out.  So I found the General Manager of the hotel and he helped me find a place for the boxes and bags to be stored while I grabbed a bite to eat.  Turns out I had dinner with the key people of the conference and that was a stroke of luck!  During the dinner it was announced that the conference would NOT have to move and that everything was to go on as scheduled.

When I got back to the hotel I asked if there was any chance I could still check into their hotel instead of being moved and they were happy to accomodate me.  The room I stayed in was a bit smokey but that was ok with me because I was at the same property as the conference and we were able to get the gift bags made and distributed in time.

With some patience on my part and taking the time to take a step back and survey the options I was able to get what I ultimately wanted.  No, not quite the way I envisioned, but it was so much better than having to travel back and forth from property to property.  And the GM of the hotel did an excellent job of….well….putting out the fire by trying to accomodate people as best he could during a very difficult situation.

Sometimes situations arise that are out of everyone’s control but it’s how we handle those that can help define great customer service.

Thanks for reading and remember to expect the most, but give even more!

aphilip369@aol.com