Notes

Doing Right Or Doing Better to Improve Customer Experience?
I arrived at the airport early. The check-in agent was very polite, but also concerned. Despite my confirmed Business Class ticket, the airline had no record of my reservation, and Business Class had been fully booked.

I asked if seats were obtainable in HIGH GRADE. The agent said "Yes."
"No issue," I smiled. "How about an upgrade into among the empty seats upfront?" She smiled back, but did not issue a boarding pass to boost customer experience.

Twenty minutes later I was still standing nervously at the counter while two workers double-checked the computer, spoke at length with my travel agent on the telephone and then called their manager for instructions on how best to improve customer experience.

Again I said politely, "I have been a qualified frequent flyer with your airline for days gone by five years in a row. Surely you can provide a bit of special treatment by upgrading me into one of the empty seats in First Class."

The staff replied sincerely, "We shall definitely do an upgrade, Mr. Kaufman. But you can find other passengers seated running a business Class who have a lot more years of frequent flyer qualification than you do. The person with highest seniority will progress to HIGH GRADE."

"Wait one minute," I replied. "The passenger with 'highest seniority' does not have any idea a problem even exists. I am certain he would enjoy upgrading to First Class, but he's probably quite content where he could be right now in Business Class.

"I, on the other hand, arrived at your check-in counter with a confirmed Business Class ticket to get you show no reservation in my own name. I've watched for twenty minutes while you and your colleagues try to sort this out. alzheimer's am delayed at check-in, and I'm completely aware of the current problem. And today you tell me that you are going to upgrade a passenger who does not have any concern, no problem, and no complaint? This makes no sense. The passenger you upgrade should be me!"

She knew my suggestion was right but replied quietly, "It's the company policy." And company policy prevailed - no attempt to improve customer experience. Unintentionally, the airline added insult to inconvenience and did nothing to boost customer experience.

The passenger who was simply upgraded to First Class had seven years of frequent flyer qualification; I had five.

On board I browse the airline's in-flight magazine. An article announced the airline's brand new customer support initiative. It said, "We have been talking about empowering frontline service staff to seize service opportunities as they arise... A far more personalized and innovative service will undoubtedly be possible by way of a flexible method of systems and procedures."

After the flight, the airline did explain its policy to me in great detail, but did nothing more to soothe the pain. "Talking about" is not exactly like doing something to improve customer experience.
I remain a loyal customer of the airline, praising them often in my speeches around the globe. But I am also keen to greatly help them improve customer experience and grow.

When they deserve the praise, I say it. When they need constructive feedback, I send it in. You should do the same to help companies you care about improve customer experience.

Key Learning Points

It is not enough merely to make announcements and speeches and launch new service campaigns. You must give your people the energy to do the proper thing, not just the proper policy thing if you want to improve customer experience.

Action Steps

Learn to start to see the world from your own customers' viewpoint. Truly empower your staff to boost customer experience. Permit them to create customer-friendly decisions when they know it is the right thing to do.

Ron Kaufman is the world`s leading educator and motivator for upgrading customer support and uplifting service culture. He is author of the bestselling UP Your Service! books and founder of UP Your Service! College. Read more articles and obtain easy methods to improve customer experience.
My Website: https://kirkendalleffect.com/what-are-the-risk-factors-for-alzheimers-disease/