I know that the previous blog posts have been focused on the dark or negative side of customer service with a focus on Bad Customer Service and the costs of losing a customer. But let’s face it – there’s nothing like a little motivation to get the message across that this is costly! I want to start shifting the conversation to a more positive approach with an interesting case studies…

Customer Service Case Study #1: One Delay Turns Into 5,000 Reasons To Come Back

This case study is about American Airlines.^[i] The author of the original article was on his way from a business conference in Denver to his home in Chicago. Shortly before arriving at the airport he received a text message from American Airlines stating that his flight was to be delayed by thirty minutes. While waiting in the airport he received several more text messages, each subsequently stating that his flight was to be delayed for even longer. It turns out there was a mechanical problem with the plane and he ended up leaving five hours after his original departure time.

The author, like many disgruntled customers, did not complain to American Airlines. However, American Airlines recognized their mistake, sent the author an unsolicited apology letter, and offered him 5,000 free frequent flier miles for his trouble. American Airlines preemptive good service gave the company another loyal customer.

Customer Service Case Study #2: A Bad Process Is Reversed

Continue reading ‘When Bad Customer Service Turns Good’