Think twice before you fail the customer. With the most recent example of bad customer service, United Airlines is paying the price. What could have easily been solved with an offer of $600.00 United is now paying thousands as a result of having their "gaffe" broadcasted all over the world on U-Tube. The lead guitarist from the Sons of Maxwell tried patiently and calmly to get the situation resolved for 9 months when United Airlines brokes his guitar in transit. Finally fed up with the situation he made a song and a pretty corny, yet amusing video. Since posting it the song and video to utube it has been hit 1.5 million times, making United Airlines look like the bad guy all around the world.
Having a service recovery policy in place, and enabling staff to make good customer service decisions is critical to ensure that something like this doesn't happen to your business.
http://www.youtube.com/watch?v=5YGc4zOqozo
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2 days ago
Hi Carol,
ReplyDeleteI found you on linked in and like to connect with you. I find your blog to provide very useful information.
I had actually contacted BC HRMA and invited you to be our keynote speaker for an upcoming job fair that I'm organizing for 150 people on Jan 26 from 1-5pm at Jupiter Lounge located at David and Thurlow St.
I'm a job developer with a small local non profit called Multicultural Helping House Society. We help new immigrants as well as out of work Canadians into rewarding careers.
Please contact me at your free time! I'd love to have you as our keynote speaker for 1 hour for this Jan event.
Alice Zhou
Job Developer
Multicultural Helping House Society
Bamboo Network Fast Track to Employment
Tel 604 568-8552 ext 34
email: alicez@helpinghouse.org
#115-4395 Fraser Street
Vancouver BC V5V 4G4