As I train my Pinnacle Performance clients and wrote about in this Winning and Losing with Customer Complaints article…
One ‘Pinnacle Performance’ company that sets the standard for managing customer service problems effectively is Southwest Airlines.
Here’s a great example of this:
A loyal Southwest Airlines passenger was upset that his luggage had been damaged on a flight. When the agent he initially reported the problem was less than helpful, he sent Southwest customer care this witty diddy:
Of course, this would have been best managed if the first Southwest employee he encountered assumed ownership and pro-actively resolved the issue. Fortunately, after that initial misstep, Southwest recovered nicely by taking care of the customer in equally stylish fashion:
In summary, Southwest Airlines passed the ‘test’, recovered what could have been a lost customer with a ‘bad service’ story to tell, and set a great example for other customer-focused business’s to follow.
Make a Great Day!