ShepHyken
APRIL 24, 2020
hotels and airlines. If new self-service solutions can be added and supported through existing channels, then add them. Take a look at the American Airlines COVID specific page they’ve created. Extend that same patience, kindness, and understanding to your agents on the front lines.
Toister Performance Solutions
APRIL 15, 2021
To my surprise, a friendly employee quickly answered my technical support call. The technical support rep sensed that I was anxious about the webinar. I once witnessed an airline gate agent masterfully use this technique to calm down an irate passenger who had missed her flight. A lot was riding on this.
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Toister Performance Solutions
DECEMBER 30, 2021
An airline passenger flushed her hamster down an airport toilet after a customer service rep mistakenly told her she could bring the hamster on the plane, only to get to the airport and learn the hamster couldn’t travel with her. Sometimes, the consequences are tragic. Why do employees give out the wrong information?
Toister Performance Solutions
AUGUST 26, 2021
I learned this one from watching airline gate agents enforce carry-on bag size limits. For example, a customer might call a software company for technical support because they can’t get their software to work properly. . #3 Use the partner technique when serving upset customers Empathizing with upset customers is a basic skill.
Global Response
MARCH 16, 2023
While this is especially important during in-person interactions, such as at an airline service desk or in-person at a store, it’s essential even if you’re speaking to a customer over the phone or via chat. As a result, they’re more common—and more essential—in help desk or technical support roles.
IdeasUnlimited
OCTOBER 6, 2020
Car companies are altering their assembly lines to build ventilators and airlines are using their fleet for cargo delivery. Put aside tried and tested business models and ask yourself; how can I tailor my business to all types of needs? Maintaining revenue is all about providing a service in any way, shape or form.
Comm100
JANUARY 14, 2016
Gone are the days when companies could offer only phone and email options for customer service and technical support. A WDS report states that proactive customer support have become the norm by the end of 2015 for companies that want to compete in the modern marketplace. All Channels – All the Time.
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