Jetstar, the budget airline has begun operating in New Zealand with budget style customer service. The DomPost reported that when passengers turned up one minute late for the 30 minute check-in they were not allowed to board the plane. Fair enough except the staff did not know how to break the bad news to their customers. "They were so unhelpful - the man who took my ticket just said, 'Yeah, we've shut it'. I wouldn't have minded if they were apologetic". And that is the rub. Even when you have to deliver bad news to your customers, if you are at least apologetic the damage won't be so bad. By being apologetic you recognise that the customer is having a hard time with your decision and that helps keep the relationship positive to some degree.
Topics: customer service, Difficult customers, Jetstar, Uncategorized
The TUF: Thriving Under Fire programme was honoured at the recent New Zealand Association of Training and Development Education Trust Awards when John Faisandier received the Training Award for Facilitation/Delivery.
Topics: Blog, sensitivity, Agitated, feelings, Judges, staying calm, Training Award, Uncategorized, Upset
Alan Duff does a “rant”. He claims to the judge in the Taupo court that this is not aggressive. It is just a rant. The policewoman involved in issuing him the speeding ticket certainly thought he was aggressive.
Topics: Angry, Upset People, Aggressive, Alan Duff, Law, Rant, Uncategorized