Blog: Sophie Klossner, HDI’s Membership & Local Chapter Director
I just finished reading a book by Bernice B. Johnston called “Real World Customer Service..What to Really Say When the Customer Complains.” This book was published in 1996, has been sitting on the shelves of HDI for many years and I decided to give it a “look-see”. What I found were some wonderful stories of SINK or SWIM customer service examples. Bernice gives some great suggestions and ideas on how to handle customer complaints and to turn them into opportunities to create lasting customers, friends, and co-workers. Thanks to Bernice Johnston for sharing them with me and I am going to share some with you…these will be in weekly installments! I am sure you are waiting with baited breath…but friends, just enjoy!
SWIM: Sometimes customers are so understanding of a mistake you make, there seems to be little need to compensate them when an error does occur. However, if you can make an adjustment, you may make a friend for life.
Two anxieties permeate every flyer’s not-so-subconcious: “Will my luggage make it?” and “Will my room be ready?” For the frequent traveler, the room reservation system worldwide seems stalled in the dark ages. Even the confirmed room, deposit guaranteed, is no guarantee. Here’s how one hotel made reparation:
“Yes, I know we gave you a 50% discount on your guest room already because of your association membership,” acknowledged the clerk, when a patron questioned her reduced bill. “And, yes, you did say you weren’t bothered by the mix-up here at the front desk last night. But there is no excuse as far as we’re concerned so there’ll be no charge for your room at all.”
When you own up to the mistake and you have a true customer commitment, you can reverse an unpleasant experience with a pleasant surprise.
SINK: Have you ever felt like you were invisible, that you really don’t exist? Maybe this experience is one you have lived through, too:
When I arrived at the doctor’s office, I let the receptionist know I was there to keep my appointment. I sat near her desk reading a tattered Reader’s Digest, and waited to see the doctor. Forty-five minutes past my appointment time, I asked her how much longer it would be: “Oh, I didn’t see you sitting there. The doctor called. He had an emergency and won’t be in today.”
An observant eye will serve you well when you are responsible for managing a customer’s time!
