Last month when I travelled to the Middle East, my connecting flight was cancelled. That’s always kind of annoying, and the airline I chose particularly sucked at managing the situation. But it made me think how such a situation can be turned around? There’s treasure everywhere, so: Is there maybe an opportunity for great customer service in there?
It starts with the obvious “we are sorry”, but I think this is common sense. Right!?! … so how about…
- If you like, we can assist you in contacting XYZ, so they don’t have to worry (and so that there’s no unnecessary cost incurred for you)
- You could even cross-sell, if done right: Instead of crappy airport hotels, sell me a Spa ticket. Sightseeing, you name it.
Finally, don’t forget the follow-up when I’m back home:
“My name is …., I am manager of …, I heard about your experience… would like to hear how we managed…”