What can a freight dog do to gain customer service experience?
06-08-2008, 10:02 AM
#11
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Lori, you hit the nail on the head by your statement that the passengers are the bread and butter of the business. There are two outcomes when a passenger approaches an employee with a problem. We have the opportunity to make a customer for life or drive them away forever. It takes a long time to develop a positive relationship with customers and just one mistake or poorly handled situation to loose them. If I don't know the answer I take the customer to someone who can solve it. When I worked for a company in STL and I had plenty of time I would offer to walk the customer to the gate if they were unfamiliar. Did it make a difference? I would like to think so. Met a lot of nice people.
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