Have you ever had bad experience with a company that you had to sorely reprimand them? But then, have you also had to vary your impression about them afterward and want to praise them alternatively?
I had this experience once with the carrier I use for my regular abroad travels. What altered my opinion was nothing in the manner the business flew their planes, or the people behind the counters, the baggage handlers, pilots, or Flight Attendants, nor the meals on board.
My opinion varied because of one gentlewoman who did nothing but hear me well, and listen some more. She has connected me to the company in a way I never earlier had experienced and considered realizable.
A phone call I got one day started the change on my opinion. Here's how it went:
"Hello Mr. Dunn, thank you for taking my call. The CEO of (company), has asked me to give you a call it's about the blog you wrote about us. Oh, my name's Abbie one of the Customer Care Analysts at (company). Our CEO was wondering if you could take some time just to go a little deeper on your experiences so we can learn something about what's happened and take steps to put it right. (CEO's name) has asked me to take lots of notes so if that's OK, Mr. Dunn, can we take that time now?"
How lovely and striking is that? When she first named the business I was setting up myself to hear "we are lodging a libel case against you for the blog you published about us!"
Crucially, really crucially, during the 50 minutes--yes-- 50 good minutes we were on the telephone, she never once rationalized anything or tried to state "well, the reason that happened was... "
Her answer was perpetually in hospitable words each time I said something. It was either:
"Oh, I'm so sorry that was your experience..."
or
"Hmmm, please tell me some more about that"
or
"So let me just check Mr. Dunn so that I'm clear... You're saying it s a cultural thing. And it would be great if, like the other airlines you've noted, we started referring to and thinking of passengers NOT as passengers or even customers but as 'guests.'"
In customer service, what a difference a terrific, subdued voice and a lively, genuine and caring conversation makes. After our talk, I almost wanted to immediately step on their plane.
I had this experience once with the carrier I use for my regular abroad travels. What altered my opinion was nothing in the manner the business flew their planes, or the people behind the counters, the baggage handlers, pilots, or Flight Attendants, nor the meals on board.
My opinion varied because of one gentlewoman who did nothing but hear me well, and listen some more. She has connected me to the company in a way I never earlier had experienced and considered realizable.
A phone call I got one day started the change on my opinion. Here's how it went:
"Hello Mr. Dunn, thank you for taking my call. The CEO of (company), has asked me to give you a call it's about the blog you wrote about us. Oh, my name's Abbie one of the Customer Care Analysts at (company). Our CEO was wondering if you could take some time just to go a little deeper on your experiences so we can learn something about what's happened and take steps to put it right. (CEO's name) has asked me to take lots of notes so if that's OK, Mr. Dunn, can we take that time now?"
How lovely and striking is that? When she first named the business I was setting up myself to hear "we are lodging a libel case against you for the blog you published about us!"
Crucially, really crucially, during the 50 minutes--yes-- 50 good minutes we were on the telephone, she never once rationalized anything or tried to state "well, the reason that happened was... "
Her answer was perpetually in hospitable words each time I said something. It was either:
"Oh, I'm so sorry that was your experience..."
or
"Hmmm, please tell me some more about that"
or
"So let me just check Mr. Dunn so that I'm clear... You're saying it s a cultural thing. And it would be great if, like the other airlines you've noted, we started referring to and thinking of passengers NOT as passengers or even customers but as 'guests.'"
In customer service, what a difference a terrific, subdued voice and a lively, genuine and caring conversation makes. After our talk, I almost wanted to immediately step on their plane.
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