Good customer service is oftentimes linked with incentives such as store credit vouchers or complimentary meal tickets for a restaurant, essentially, buying the consumer's approval after he or she had a poor experience with a company. Generally speaking though, usually all an individual wants is to know that they have been heard and their needs have been taken into consideration.
That is exactly the case with Scott Stratten, a business analyst, and his recent encounter with Delta Airlines. Stratten described his experience on his blog, Unmarketing, and said that while waiting in the security line, six Delta flight attendants cut in front of him.
At this point, Stratten had already been waiting to get through the checkpoint himself for nearly an hour. Not a single flight attendant said, "Excuse me," he said, and, growing more frustrated with the situation, Stratten commented that "an excuse me would be nice." Instead, one of the line cutters in question simply responded with "open your ears."
Upset and shocked by the situation, Stratten took to Twitter to vent his emotions.
"I didn’t want a resolution," Stratten said. "I was pissed off. I didn’t add any of Delta’s Twitter handles. I didn’t expect to overhaul the customer service of an industry because of it or anything, but I wanted a few hugs from my Twitter crew, even to calm me down a bit."
Within 20 minutes, a Delta customer service representative responded to Stratten's tweet with an apology. Again, Stratten said he was baffled, but more than anything, he was impressed and knew that in the future, he would choose to fly with them again because of that one individual.
By pairing with a third-party, award-winning answering service, a company is guaranteed to exude extraordinary customer care, treating each individual concern as a top priority. These professionals will not treat consumers poorly or react sarcastically, but instead, work with them to solve any problems.