What does real customer service look, feel and sound like?

June 29, 2021

What does real customer service look, feel and sound like?

Flying last week was worse than I’ve ever experienced. I flew out of Nashville after buying a small bag of unsalted cashews and a regular sized bottle of water. $15.95. My shocked look and “wow that is expensive” elicited the following from the cashier – “I don’t need any negative from you”. Strike one for customer service. (BTW, none of the new areas had food open). Need to work on that Nashville.

On the plane to Denver (on the day I picked for an in person VIP with a favorite client) was NOT a good day. My plane left at 12:35 and I ended up in my bed at 2:00am. Being diverted to Colorado Springs (twice for weather issues) in the same afternoon and evening was scary. The small CS regional airport took good care of us, fed us fast even with very long lines and our pilot and crew rocked close to “fabulous”. 100 points for great customer service.

The second time back to CS that day being diverted to NOT landing in Denver at all. All the rental cars were gone. No food open. No taxis to get into town in Colorado Springs to stay the night. So I walked outside the airport and found Rideshare. There two angels, Cory and Honey, had booked a car to Denver and invited me to come with them. ANGELS. Got to Denver airport to ride the shuttle to my hotel and there were 200 people waiting for shuttles and taxis. So I called my amazing client to come get me to take me to the hotel. Kudos for the shuttle drivers, taxi drivers and the security people at Denver airport taking care of us all. 500 points customer service points for all those people helping. Double that for my terrific and loving client.

You won’t like the return story either. Customer service, really good customer service, happens when people are in need. Thank you to all of you that helped get us home.

May I help?         CoachNatalie@NatalieManor.com

Natalie R. Manor

Natalie R. Manor is a consultant, executive business coach, speaker, 5 time author and extraordinary facilitator.  Her consulting firm, Natalie Manor & Associates NMA, has attracted global success seeking clients and organizations for 30+ years.

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