Customer Relations

I have been teaching one of my classes from a new textbook lately (hey, Macmillan, name check: The Business) about customer care - dealing with complaints on the phone and by email. I have tried to insist that they do not accept personal responsibility or comment; listen and empathise with the issues; react sympathetically without risking getting the sack (ie giving the customer too much); letting the customer gain satisfaction & have the last word...generally being professional and courteous, not panicking.

My friend Dan Lonigro works in crisis prevention, and his blog features here in the margin (right). I saw this story about a musician whose guitar got smashed by an airline...after a year trying to get some compensation and the airline being 'deaf'... funny cheap video but a very expensive one for UA!



Excellent.