A week or so ago i wrote about the not so good service i received on a recent Emirates Airlines flight. Well i thought i would go further than just bleating about it on this site. I decided to write an email to the customer service people.
Now normally you write these things and nothing happens. However, imagine my surprise when i received an email back from a customer service manager in Dubai followed by a phone call. We chatted, he listened (VERY GOOD), and then explained how they have had problems, apologized (EVEN BETTER) and then outlined their improvement approach. This was fantastic.
However, he then went one step further and offered my a free upgrade to the next class level on my next flight. He didn’t need to do this but it has certainly created a strong customer and of course, i will make sure my people fly Emirates too.
Amazing what great customer service can do.
I was recently on a flight with my favourite airline (Emirates). I fly them often and have reached one of their highest frequent flyer levels. However they continue to annoy me as they have me down for a special meal when i dont want one. I have tried to cancel the special diet entry on my profile to no avail.
On the flight they said that they would change the profile but given my previous experiences i was not that hopeful.
Imagine my surprise today when i received the following email from the cabin manager from the flight
“As per our discussion on board the other evening, I contacted Frequent Flyer direct to review your special meal request. They advised me that there is no special meal request in your profile (which you can also view on line direct). They suggested it may be a problem with a booking agency or internal company booking profile. I hope I have been of assistance, however, if you are still experiencing problems, please contact me.”
You could have knocked me over with a feather. This is great service and i was certainly not expecting it.
It is amazing how used we are to poor service. How we take the promises of service providers with a grain of salt and how we dont really expect people follow through.
The point is that it is easy to exceed customer expectations, especially when all those around us in competing and complementary industries are doing a great job at setting the standards so low. Ensure that you create a culture of promise delivery in your business – just meeting expectations can go along way to creating engaged and happy customers.
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