Don’t be an a**hole!
You’ve heard the saying that the customer is always right, right?!
Well, not according to one employee of American airline giant Delta, who has been causing uproar after sweating at a customer.
The traveler was rerouted after a flight delay. But, unfortunately, his luggage didn’t make it with him.
Not a problem. At least you’d think so. Airline customer service professionals would be expected to go out of their way to help.
I know. I’ve had it happen.
Fortunately, I was on my way home so wasn’t short on smalls. But the airline still sent my cases in a taxi to my house about 3am when the bags were recovered.
The Delta traveler wasn’t so fortunate though.
Whilst trying to discuss the issue with customer services, the staff member became irate, so Mr. Amin (said passenger) got out his mobile phone and started filming.
The result? The female customer feedback professional asked him not to point his camera at her. Meanwhile, a not so professional male customer service representative who was observing the exchange chimed in, angrily announcing “You can take my f***ing picture, you a**hole”.
Unsurprisingly, Delta have reached out to Mr. Amin with a direct apology. They claimed that “the actions displayed by this employee do not in any way reflect the standard of customer service and professionalism we expect from our employees.”
Ok, we don’t know what, if anything, Mr. Amin did to raise the guy’s blood pressure and cause the outburst, but it was still deplorable behavior.
It sounds to me like a case for instant dismissal.
Don’t get me wrong. I tend to stay behind the scenes from a work perspective these days. But over the years, I have worked as a waitress and bartender and amongst the public at exhibitions and awards ceremonies. And I can say, without a doubt, that consumers can often be a pain in the rear.
But you don’t berate them and hurl abuse at them! At least save it for when you are behind closed doors and they are not within earshot.
Why? Because consumers are what keeps a business going. They want a pleasant emotive end-user experience. Not ill-treatment. And it’s extremely important to treat them with respect.
Even more so in this day and age where a faux pas such as this one will end up in public view on social media in the blink of an eye.
And we all know that news spreads like wildfire online.
So, customer service has to be top notch and the most important part of any business if you want to get it right. Why?
Because a business can only improve by either increasing sales or decreasing costs.
The latter is not easy, so it’s better to focus on better customer service that helps you increase sales, because it:
Firstly, effective customer service builds trust in a brand. Competition is rife but if you offer the best possible end-user experience, consumers are more likely to stay loyal rather than jumping ship.
Builds brand awareness
Word of mouth is the most powerful ally that a business has. What customers say about you can make or break you. But get your customer service right and people will talk about you for the right reasons. Positive consumer feedback can bring in referrals and people are more likely to remember your brand and what it stands for.
No matter how hard a business tries to avoid issues, they do arise. However, although you might not be able to achieve perfection, you can work to ensure that friction doesn’t become a problem. So, have a good customer feedback management system in place. And make sure consumers know they can voice their complaints, safe in the knowledge that they will be handled properly. This will make customers feel more at ease about doing business with you.
Appeals to the customer
It used to be that business was all about closing the sale. It didn’t matter how you got there. But you are dealing with new customers. They expected to be treated as a person who wants more from the experience. No one wants to be just a number.
Yes, better customer service ensures you are providing what consumers want. It’s also more important than price. People are often willing to pay more for a positive end user experience.
So, talk to us here at The Monachie Project. Let us help you understand what your customers want and how they view your brand by implementing user experience monitoring.
And whatever you do, don’t do a Delta, otherwise positive results will be but a distant dream.