I was on a flight last month with a young woman who told me about her travails with a well-known international carrier while traveling in Australia. The incident shows that this carrier’s customer care policy does not show much care to the customer.
It started when she forgot her Kindle e-reader in the seat back pocket; admittedly, her mistake. She called and e-mailed the “Customer Service” department 6 times asking about it. She never received an e-mail or phone call response. Nothing!
She knew she was never going to see her Kindle again, even before she called – that is bad enough. For “Customer Service” department that ignores a customer (who is not a psychopath or crank-caller) who contacts them 6 times is a liability to the company.
An acceptable resolution for this young lady would have been,
“Ma’am, we are sorry for the loss of your device. We find (dozens, hundreds, thousands) of these devices per (day, week, year) and cannot possibly find owners for all of them.”
The end result did not change, the device is gone forever, but she might consider flying with them again. The lack of a CARING response, cost the firm a lifetime flyer. My guess is that she had 40 years of work ahead of her and with one flight per month for 40 years, a VERY CONSERVATIVE opportunity cost of the phone call not returned is $420,000 not accounting for inflation.
Hire people who can CARE about your customer BEFORE you train them to be customer service personnel.
What is your idea of great customer care?
Do you have a favorite technique?
Do you have a story to share?
Let’s talk about it in the comments.
Originally posted 2013-09-03 06:45:28. Republished by Blog Post Promoter