A Missed Customer Service Opportunity

Posted by dabrock under Sales
From http://partnersinexcellenceblog.com 4532 days ago
Made Hot by: MindCircusMedia on July 1, 2012 4:26 am

At this moment, I’m sitting in the United Club in Concourse C at Chicago O’Hare. I should be sitting in an airplane climbing to 35,000 feet. Instead, I

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Comments

Written by denisefay
4528 days ago

Oh Dave, I completely share your frustration. I'm a marketing expert that believes passionately in customer service and I do get upset when I hear of these type of stories. I did my thesis on Relationship Marketing in the Airline Industry for my Masters of Business in International Marketing a good few years back and somethings never change.

It's so frustrating for you. So will the original flight go before your new flight? Isn't it amazing how much a little logical thinking goes a long way?

Let us know how you get on. Have another (complimentary!) coffee.

Take care,

Denise

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Written by HeatherStone
4530 days ago

Dave,

I sympathize. Certainly delays are part of the game, as you say. But also, it seems to me airlines have a long way to go in the customer service department. This goes way beyond simply trying to accommodate passenger requests. It should include helping passengers navigate the stressful and often confusing aspects of air travel. In this business, they're supposed to be the experts.

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