Contrasting Customer Service
Published on July 12, 2023
Published on Wealthy Affiliate — a platform for building real online businesses with modern training and AI.
Hello from Belfast International Airport.
I shouldn’t actually be here. I should be having dinner with friends in Edinburgh but because I booked with a useless airline and my flight is 4 hours delayed - I’m still here.
Look I get it - stuff happens. Unforeseen issues can creep up.
What I don’t get is the poor customer service that big companies think is ok. When you screw up - own your mistake and explain what has happened and explain what you are going to do to make it good for the customer.
I've tried several times to contact my airline via their social media channels and got no reply other than “here’s a link to our flight checker”. Every time I look, my departure time has been delayed even more.
To round it off, I just got an email from them offering me a drinks voucher that can be used in “selected outlets”. Guess what - none of these outlets have a unit in Belfast!
I’m now just hoping to get to Edinburgh before all the buses and trams stop running.
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Needless to say -I’ll pay a little more to fly with a different airline next time.
Contrasting Customer Service Experience
Compare this experience with a recent customer service experience I had with a well-known digital marketing coach. I recently bought a course from him and had a query about how to implement a particular strategy so I emailed him about it.
He could have ignored me or emailed a short reply a few days later - like most big “gurus” do when you bother them with questions.
However, a few hours later I got an email reply with a link to a video where he went in-depth to show me exactly how to solve my problem!
Now that’s what I call customer service and I would have no hesitation in spending money on his training again because I know it will be good and if I need help - it will be there for me.
Its just another reminder of the importance of looking after your customers. Answer their questions in a timely way. Give them free gifts, samples or downloads.
A customer that you look after today will come back and buy from you over and over again.
Have a great day.
I’m off to the airport bar 🍺
Cheers
Dave
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