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Become a Problem Solver for Your Customers

Guest post by: Tom Borg

Article Overview: This article illustrates how one employee became a problem solver and earned a customer for life.

Become a Problem Solver for Your Customers



A number of years ago, I was flying back to Detroit, Michigan on Delta Airlines. After landing in Knoxville to connect with my transfer flight, I checked in at the airline counter and was unpleasantly surprised. At the time I had boarded my originat­ing flight in Dallas, my baggage had been improperly checked to Chicago. Realizing there were only a few minutes before the plane on which I was connecting would be leaving. I anxiously asked the agent if my baggage could possibly be transferred to this flight. He said, "Mr. Borg, (I like being called by name) I'll see what I can do." He then left the counter. He still hadn't returned when the final boarding call for Detroit was given. I reluctantly boarded and sat despondently waiting for the plane to leave without my baggage. Unexpectedly, the pilot announced that our flight would be momentarily delayed while they transferred a passenger's bag to the flight.

The door suddenly opened and onto the airplane walked the agent I had spoken to earlier. He looked around the airplane, saw me sitting in my seat, and came over to me. He knelt down next to me and as I looked at him I could see beads of sweat on his forehead. (I knew he had been up to something!) He said, "Mr. Borg, I want you to know I have personally transferred your bag to this plane. You will be able to pick it up in baggage claim in Detroit. Have a great flight. At the Detroit baggage claim, my bag was the first one to arrive on the conveyor belt. Now that's what I call service! This agent figured out a solution to my dilemma. He was a problem solver.

By becoming a problem solver for our customers, we are commu­nicating to them that we value them as human beings as well as patrons. The important point to remember is that as we make our customers satisfaction a priority, we become more valuable to them and our company or organization.

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Article Tags: complaints, customer service, grow your business, problem solver, resolving complaints
Referred by: http://www.salestrailblazer.com



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