I hate to sound like I'm trying to beat a "dead horse", but yesterday I got an email response from USAirways.
"Thank you for contacting us. I've received your most recent correspondence and am disappointed to learn that you are still upset with us.
I have thoroughly reviewed your case. Please be assured, all your concerns about this situation have been taken very seriously. I'm sorry if we initially left you with the impression that they weren't. The details you have provided regarding our service have helped us to identify areas where we need improvement. We certainly hope you will allow us a future opportunity to win back your confidence.
Again, we apologize for the difficulties you encountered. We value your business and are working hard to earn your continued patronage. We hope you will give us the opportunity to do so."
Here's the Customer Service lesson in all of this.
First, the only way I can communicate with "Rebekah", author of the response, is if I want to respond via another round of email and I have to go to through their website. There is no phone contact and if I respond to the email with "reply" it goes to an un-monitored email address. Second, while I appreciate her apology, why can't somebody just address and solve my complaint? Of course I'm disappointed - they haven't done very much. Third, why tell me how much you value my business, when you can't figure out a way to even issue the credit on the upgraded seats we paid for on a flight you forced us to not take?
So, I promise, this my last post about USAirways, at least with this issue. But, here's the lesson as you build a reputation for your own level of Customer Service.
Every company has problems, but as a number of consumer advocates have written about over the years, an upset customer is an opportunity for you to show how good you really are.
Spend a lot of time talking to customers face to face.
You’d be amazed how many companies don’t listen to their customers.
We've postponed the f64 Lunch Bunch for a few weeks. There's so much going on in everybody's lives right now in terms of help and education. However, we're all still here to help and just an email away.
And if you missed the May 6 lunch with Bobbi Lane and Tony Corbell - it's pretty amazing. The video is just a click away.
ClickCon 2020 Circle the Dates!!
The pandemic may have moved the dates for 2020 to August 10-13, 2021, but that's NOT slowing Team ClickCon down. Stay tuned for new programs online with ClickCon Nation! It all starts on August 11th.
Check out "Why?" one of the most popular features on the SCU Blog. It's a very simple concept - one image, one artist and one short sound bite. Each artist shares what makes the image one of their most favorite. We're over 100 artists featured since the project started. Click on the link above and you can scroll through all of the episodes to date.