Comments on: When Bad Customer Service Turns Good http://www.positivetraining.com.au/blog/when-bad-customer-service-turns-good Just another WordPress weblog Mon, 01 Feb 2010 00:29:31 +1100 http://wordpress.org/?v=2.8.5 hourly 1 By: Sean Cheyney http://www.positivetraining.com.au/blog/when-bad-customer-service-turns-good/comment-page-1#comment-5 Sean Cheyney Sat, 31 Oct 2009 02:41:14 +0000 http://www.positivetraining.com.au/blog/?p=20#comment-5 Thanks for pinging me about the American Airlines story. All of your examples are excellent and show how a little thinking can not only create one positive experience, but can develop loyal brand evangelists. One of the keys with all of the employee examples is that employees must be empowered to use good judgement when it comes to handling a customer challenge. Years ago, I read a book by the former CEO of Continental Airlines called "From Worst to First. In the book, he talks about the difference it made for Continental when he gave all of his employees a clear framework in which to fix a situation gone wrong. He credits this culture shift within Continental as one of the biggest reasons the airline was saved from banruptcy in 1994. Sean Cheyney author of The Customer Voices Blog Thanks for pinging me about the American Airlines story. All of your examples are excellent and show how a little thinking can not only create one positive experience, but can develop loyal brand evangelists.

One of the keys with all of the employee examples is that employees must be empowered to use good judgement when it comes to handling a customer challenge. Years ago, I read a book by the former CEO of Continental Airlines called “From Worst to First. In the book, he talks about the difference it made for Continental when he gave all of his employees a clear framework in which to fix a situation gone wrong. He credits this culture shift within Continental as one of the biggest reasons the airline was saved from banruptcy in 1994.

Sean Cheyney
author of The Customer Voices Blog

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