CSM – CUSTOMER SERVICE MANAGEMENT | Lessons Can Be Costly

I recently took a business trip to Hawai’i. I had the opportunity to fly coach for the first time in quite a while. Boy, I learned a few lessons! I’ll be touching on a few of these issues in our upcoming series on customer service management:

Lesson #1 – Promise the dream, deliver – albeit barely – on the basic tenants of that promise. Life is full of disappointments – this can be another one…

Lesson #2 – Embrace a slogan, and forget about it as soon as the customer is signed on. Customers won’t really remember the slogan – it’s just a slogan!

Lesson #3 – Have one flight nice flight attendant, and staff the rest of the crew with your employees who don’t care. Times are tough, times are hard, here’s your darn boarding card!

Lesson #4 – Charge more fees than a credit card company, and make them a surprise! Customers like surprises!

Lesson #5 – Thank you, why aren’t you coming back? We treated customers with little or no respect, didn’t deliver on what we promised. Why aren’t people flocking to us?