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This segment everyone -- that trip to the airport UA on -- -- the security screenings out of business.
So what can you do to make the experience better.
Joining us out as the CEO of up your service and offer of uplifting service Ron Kaufman -- this morning -- pleasure to be here and there is the book -- -- -- -- -- -- -- -- hey -- tips by the way -- beat appreciated and polite it's hard when you're in those situations to -- a little fiery sometimes.
How can this pay dividends well pays dividends to you as the customer into the service provider there's always two sides to every story.
So one side as the service provider in their job is to give you up listing service.
But the way you are as a customer can also impact their mood and their desire to give you good service -- be an uplifting customer so I had a friend -- -- -- first class ticket she wanted to sleep on the plane and those American Airlines seems like -- -- laughed.
-- -- that there's a change in the configuration she got have to use business class would today totally different secret she paid.
And other so people sitting in first class she went.
Slightly and she was annoyed OK let's issue a ballistic but that the flight attendant return -- -- -- conduct.
And she didn't.
She ended up sitting in business class and -- some of that -- -- -- okay well that's gonna happen from time to -- rights and then the question is what do you -- the -- to do for you and how are -- gonna get them to do it.
And one as you go and in -- -- -- customer you're pounding on the -- have to deal with your negative emotion and the situation if you go in and say I'm actually loyal customer.
And something happened here I'd -- to give you a chance to bouncing back what's your name by the way.
This Smith Susie Smith okay and then use it in a positive way incidents that these Smith thank you so much for Clayton thanks so much for -- interview this morning that you smiled.
Right I did it.
I was touch -- use my neighbor.
It actually works -- doesn't say.
-- third to appear providing information just that way they want it -- right -- that well let's say you have a reservation or you got your -- her credit card number you show up as an upset customer you're gonna throw all the service provider yet another way.
We say -- and got a special situation here I appreciate your help and got all my information ready how would you like me to give it to you need to make it as easy as possible for you to serve me.
Now what's the service provider and all right that it's a two way street you're gonna -- each other and the -- that extra mile for it but if you if you're if ever everything is if -- -- -- -- flight nothing can be done.
What do you do after work so -- -- double flights over.
Yeah afterwards is when if they did give you good service it's your chance to give them a compliment.
Because one positive compliment to make someone's career.
It can shift the mood -- -- whole company or on the whole flight.
If you didn't get good service then again it's your chance to go back to the organization and say but a completely customer is a loyal customer.
The non complaining ones would just -- complain on line.
You say talk to the company your next appears confirm next actions may mean by that so what are you actually gonna do for me let me make sure that I understand.
When's that gonna happen what are you gonna do and make sure that is clear promise in both directions makes it easier for them to serve you this is such it's not crime.
And that's why it's what number one on Amazon right now on Amazon and Barnes & Noble this week and -- -- category back.
Telling uplifting service by Iran -- and recognized when percent of our --
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