Comments on: Customer service: the nuclear option http://www.upgradetravelbetter.com/2007/03/26/customer-service-the-nuclear-option/ Living the first class life -- at coach prices Fri, 04 Jul 2008 20:26:27 +0000 http://wordpress.org/?v=2.2.2 By: Flight Mitosis: Delta splits your nonstops into two » Upgrade: Travel Better http://www.upgradetravelbetter.com/2007/03/26/customer-service-the-nuclear-option/#comment-17119 Flight Mitosis: Delta splits your nonstops into two » Upgrade: Travel Better Fri, 26 Oct 2007 02:22:44 +0000 http://www.upgradetravelbetter.com/2007/03/26/customer-service-the-nuclear-option/#comment-17119 [...] If this ever happens to you, complain. If that doesn’t work, then escalate. [...] […] If this ever happens to you, complain. If that doesn’t work, then escalate. […]

]]> By: Mike Maddaloni http://www.upgradetravelbetter.com/2007/03/26/customer-service-the-nuclear-option/#comment-10075 Mike Maddaloni Tue, 27 Mar 2007 04:07:56 +0000 http://www.upgradetravelbetter.com/2007/03/26/customer-service-the-nuclear-option/#comment-10075 Another option - say you are a shareholder, and file your complaint with investor relations. Of course it also helps to be a shareholder...! mp/m Another option - say you are a shareholder, and file your complaint with investor relations. Of course it also helps to be a shareholder…!

mp/m

]]> By: ech http://www.upgradetravelbetter.com/2007/03/26/customer-service-the-nuclear-option/#comment-9982 ech Mon, 26 Mar 2007 21:58:12 +0000 http://www.upgradetravelbetter.com/2007/03/26/customer-service-the-nuclear-option/#comment-9982 A family member worked at a major city cable TV company. Someone used the nuclear option after a long series of frustrating customer service gaffes. The local exec in charge of the area wrote a letter of apology, made sure the problems were worked out, and generous bill credits were made. He then called a staff meeting, read the letter aloud - it was several pages long- and said that if he ever got a letter like that again, heads would roll. The entire local staff got a copy of the customer letter, the manager's response and his directive to the staff. Everyone got the message, and they have been much better at customer service since. A family member worked at a major city cable TV company. Someone used the nuclear option after a long series of frustrating customer service gaffes. The local exec in charge of the area wrote a letter of apology, made sure the problems were worked out, and generous bill credits were made.

He then called a staff meeting, read the letter aloud - it was several pages long- and said that if he ever got a letter like that again, heads would roll. The entire local staff got a copy of the customer letter, the manager’s response and his directive to the staff. Everyone got the message, and they have been much better at customer service since.

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