By Mckenna Gustafson, blogger at TOP CFOS
After having heard and read quite a few horrible customer service stories lately, I started thinking about my own best customer service experience. I had been living and volunteering in Central Mexico one summer and the directors of the program had just told us that the length of the program had been shortened. I was excited to learn that I would have an extra 10 days off from the rigorous teaching and volunteering schedule that had gone on for four months. But I had no way to get home. My flight wasn’t meant to leave until the originally scheduled time.
I immediately called Delta international and their representative told me that it would be $200 to get the flight changed. She informed me that the only possible way that I could change my flight for a lower fee would be if there were a funeral or a medical emergency. Sound like a good customer service experience? It wasn’t.
I was frustrated, but not deterred.
So I called Delta again, this time to the domestic US number and I knew this was going to be a completely different experience. The representative came on the line right away. He was extremely genuine and friendly, asking me about my service in Mexico as I explained the situation to him. He told me the same thing that the other woman had, that normally there would be a $200 change fee to switch the flight. I asked him if there was anything he could do. I was just hoping to get home to enjoy my extra ten days with my family.
He said, “Let me see what I can do.” I waited a few tense moments while he did some typing and clicking. Finally, he came back on the line and said, “As a courtesy to you, ma’am, we’re going to waive the fee for you today.” Because of his generous customer service, I was able to save my money and my trip. He didn’t have to waive the fee for me, but he took the opportunity to offer me a break. It’s real people who do what they can to actually be of service to others that make a great customer service team. After all, service is in the name.
Shout out to Delta and their great customer service! I am looking forward to many more years of flying with them.
What’s your best customer service story? Comment below, or share your best story on social media and tag us. At TOP CFOS, we are passionate about following through on our commitments and going above and beyond expectations. We guarantee that we will never put you on hold and we will always be available and ready to serve you.
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