Comments on: How to avoid a customer service nightmare: 5 tips http://www.elliott.org/the-travel-critic/how-to-avoid-a-customer-service-nightmare-5-tips/ Consumer advocate Christopher Elliott's site. Fri, 10 Feb 2012 05:25:00 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Carolyn http://www.elliott.org/the-travel-critic/how-to-avoid-a-customer-service-nightmare-5-tips/comment-page-1/#comment-27706 Carolyn Tue, 24 Nov 2009 22:57:35 +0000 http://www.elliott.org/?p=9259#comment-27706 While I agree it's best not to provoke an airline employee already upset, why are they allowed to treat anyone who crosses them like a criminal? It's a scare tactic to promote timid travelers. No one should ever feel as if they are on the verge of being arrested simply for asking for an attendant to serve drinks in their row. Hasn't this gotten out of control? While I agree it’s best not to provoke an airline employee already upset, why are they allowed to treat anyone who crosses them like a criminal? It’s a scare tactic to promote timid travelers. No one should ever feel as if they are on the verge of being arrested simply for asking for an attendant to serve drinks in their row. Hasn’t this gotten out of control?

]]> By: Easy Fix http://www.elliott.org/the-travel-critic/how-to-avoid-a-customer-service-nightmare-5-tips/comment-page-1/#comment-26479 Easy Fix Wed, 04 Nov 2009 21:59:29 +0000 http://www.elliott.org/?p=9259#comment-26479 If you find that a frequent poster tends toward making mean, hostile comments, the easy fix would be to simply skip that post and move on to the next. I think part of their intent is to rile people up just to see who else will add more mean comments. Just ignore them and don't play their game. If you find that a frequent poster tends toward making mean, hostile comments, the easy fix would be to simply skip that post and move on to the next. I think part of their intent is to rile people up just to see who else will add more mean comments. Just ignore them and don’t play their game.

]]> By: Seetal Udeshi http://www.elliott.org/the-travel-critic/how-to-avoid-a-customer-service-nightmare-5-tips/comment-page-1/#comment-26434 Seetal Udeshi Wed, 04 Nov 2009 08:05:54 +0000 http://www.elliott.org/?p=9259#comment-26434 Id on't recall ever having a bad customer service experience on any flight or travel that I have taken. But then again, i always have a huge smile on my face and am bursting with excitement because I am going away somewhere... even if it is 5am in the morning and I really just want a cup of coffee! I tend to just talk anyway, asking the check in clerk how on earth they manage to look so awake at this time of the morning, must have had about a million shots of espresso to look so fresh! But I agree, politeness can go a long way, they are human too. Id on’t recall ever having a bad customer service experience on any flight or travel that I have taken. But then again, i always have a huge smile on my face and am bursting with excitement because I am going away somewhere… even if it is 5am in the morning and I really just want a cup of coffee!

I tend to just talk anyway, asking the check in clerk how on earth they manage to look so awake at this time of the morning, must have had about a million shots of espresso to look so fresh!

But I agree, politeness can go a long way, they are human too.

]]> By: LadySiren http://www.elliott.org/the-travel-critic/how-to-avoid-a-customer-service-nightmare-5-tips/comment-page-1/#comment-26426 LadySiren Tue, 03 Nov 2009 19:49:16 +0000 http://www.elliott.org/?p=9259#comment-26426 Thank heavens I'm not the only one who dislikes the negative comments Barbie45 makes. I'm so glad you pointed it out, LeeAnne, and that you responded so quickly, Christopher. While I think it's fine that Barbie45 has strong opinions about kids on airplanes, I don't think it's fine that she uses those opinions to insult and demean others. Just my $.02 worth. Thank heavens I’m not the only one who dislikes the negative comments Barbie45 makes. I’m so glad you pointed it out, LeeAnne, and that you responded so quickly, Christopher.

While I think it’s fine that Barbie45 has strong opinions about kids on airplanes, I don’t think it’s fine that she uses those opinions to insult and demean others. Just my $.02 worth.

]]> By: David Z http://www.elliott.org/the-travel-critic/how-to-avoid-a-customer-service-nightmare-5-tips/comment-page-1/#comment-26402 David Z Tue, 03 Nov 2009 10:07:18 +0000 http://www.elliott.org/?p=9259#comment-26402 <blockquote>Having some sympathy and patience always helps.</blockquote> Amen.

Having some sympathy and patience always helps.

Amen.

]]> By: LeeAnne http://www.elliott.org/the-travel-critic/how-to-avoid-a-customer-service-nightmare-5-tips/comment-page-1/#comment-26397 LeeAnne Mon, 02 Nov 2009 23:30:37 +0000 http://www.elliott.org/?p=9259#comment-26397 Carolyn, if there were more people like you in this world, we wouldn't NEED a "travel troubleshooter"! But then Christopher would be out of a job...and we sure don't want that, do we? ;-) Carolyn, if there were more people like you in this world, we wouldn’t NEED a “travel troubleshooter”! But then Christopher would be out of a job…and we sure don’t want that, do we? ;-)

]]> By: Carolyn http://www.elliott.org/the-travel-critic/how-to-avoid-a-customer-service-nightmare-5-tips/comment-page-1/#comment-26392 Carolyn Mon, 02 Nov 2009 20:51:47 +0000 http://www.elliott.org/?p=9259#comment-26392 On the flip side, I have seen some really nasty customers. One incident prompted me to buy some of those vending machine roses for the flight attendent at the gate. That poor woman needed some appreciation. I often wonder if brightening her day helped her pay it forward to the next frazzled encounter. She didn't get on my plane, and I never saw her again. On the flip side, I have seen some really nasty customers. One incident prompted me to buy some of those vending machine roses for the flight attendent at the gate. That poor woman needed some appreciation. I often wonder if brightening her day helped her pay it forward to the next frazzled encounter. She didn’t get on my plane, and I never saw her again.

]]> By: Christopher Elliott http://www.elliott.org/the-travel-critic/how-to-avoid-a-customer-service-nightmare-5-tips/comment-page-1/#comment-26388 Christopher Elliott Mon, 02 Nov 2009 19:39:42 +0000 http://www.elliott.org/?p=9259#comment-26388 @LeeAnne I will talk with her about this issue. I'm sorry you feel the comments have turned hostile. That's not the kind of blog I want. @LeeAnne I will talk with her about this issue. I’m sorry you feel the comments have turned hostile. That’s not the kind of blog I want.

]]> By: LeeAnne http://www.elliott.org/the-travel-critic/how-to-avoid-a-customer-service-nightmare-5-tips/comment-page-1/#comment-26382 LeeAnne Mon, 02 Nov 2009 19:02:52 +0000 http://www.elliott.org/?p=9259#comment-26382 To Christopher: You have a problem with a frequent commenter on your board, and I'm dismayed to see you doing nothing about it. "barbie45" continually posts insulting and offensive comments, and yet you allow them to appear on your site. This is an established pattern that been going on for many weeks. Just in this article, she has posted an offensive comment directed to another commenter, about how happy she is that she won't have to encounter them taking a child on a plane. Her comments are frequently hostile, argumentative, insulting and attacking. It is rendering your site extremely unpleasant to visit. I have taken to avoiding participating in what used to be valuable discussions, knowing that she is likely to jump in and divert it into hostility and insults. Please do something about it and clean up the mess. To Christopher: You have a problem with a frequent commenter on your board, and I’m dismayed to see you doing nothing about it. “barbie45″ continually posts insulting and offensive comments, and yet you allow them to appear on your site. This is an established pattern that been going on for many weeks. Just in this article, she has posted an offensive comment directed to another commenter, about how happy she is that she won’t have to encounter them taking a child on a plane. Her comments are frequently hostile, argumentative, insulting and attacking. It is rendering your site extremely unpleasant to visit. I have taken to avoiding participating in what used to be valuable discussions, knowing that she is likely to jump in and divert it into hostility and insults.

Please do something about it and clean up the mess.

]]> By: Bela Fleck http://www.elliott.org/the-travel-critic/how-to-avoid-a-customer-service-nightmare-5-tips/comment-page-1/#comment-26380 Bela Fleck Mon, 02 Nov 2009 18:53:40 +0000 http://www.elliott.org/?p=9259#comment-26380 Didn't learn a thing in this article did we? I think Judy has something of a valid point, although naturally no one wants to be on her plane. But hey, lets all take the opportunity to be nasty to her. I guess it's okay, since we're not trying to get something out of her, though...except perhaps quieter travel in the future, eh? Toddlers do behave inexplicably sometimes, as Chris himself can attest. No one here would want to be kicked off a flight because you were the one with that toddler, and no one here wants to be on the flight with that toddler either. What do you do? Didn’t learn a thing in this article did we? I think Judy has something of a valid point, although naturally no one wants to be on her plane. But hey, lets all take the opportunity to be nasty to her. I guess it’s okay, since we’re not trying to get something out of her, though…except perhaps quieter travel in the future, eh?

Toddlers do behave inexplicably sometimes, as Chris himself can attest. No one here would want to be kicked off a flight because you were the one with that toddler, and no one here wants to be on the flight with that toddler either. What do you do?

]]> By: Dang http://www.elliott.org/the-travel-critic/how-to-avoid-a-customer-service-nightmare-5-tips/comment-page-1/#comment-26358 Dang Mon, 02 Nov 2009 14:19:28 +0000 http://www.elliott.org/?p=9259#comment-26358 I don't remind having a bad service experience. Some issue can be reviews - First, EXPECTATION, may be I don't have big expectation in services with the travel related industries lately, having some compassion for the global economical retreat. - RESPECT myself before asking other for respect : Dress neatly and speak respectful but affirmative. I never raise my voice or swear. Always address other party by Mr or Mrs. In difficult situation, I always get upgraded to upper Class or upper Floors not even asket. I don’t remind having a bad service experience.
Some issue can be reviews
- First, EXPECTATION, may be I don’t have big expectation in services with the travel related industries lately, having some compassion for the global economical retreat.
- RESPECT myself before asking other for respect : Dress neatly and speak respectful but affirmative. I never raise my voice or swear. Always address other party by Mr or Mrs.
In difficult situation, I always get upgraded to upper Class or upper Floors not even asket.

]]> By: Andrew McFarland http://www.elliott.org/the-travel-critic/how-to-avoid-a-customer-service-nightmare-5-tips/comment-page-1/#comment-26356 Andrew McFarland Mon, 02 Nov 2009 14:04:35 +0000 http://www.elliott.org/?p=9259#comment-26356 The "bad egg" employees are both a symptom and victim of their company's uncaring culture. Where possible, vote with your wallet! The “bad egg” employees are both a symptom and victim of their company’s uncaring culture. Where possible, vote with your wallet!

]]> By: barbie45 http://www.elliott.org/the-travel-critic/how-to-avoid-a-customer-service-nightmare-5-tips/comment-page-1/#comment-26349 barbie45 Mon, 02 Nov 2009 12:02:50 +0000 http://www.elliott.org/?p=9259#comment-26349 Judy; I could not be happier; heaven has solved one problem; no longer will I have to endure a 3 year old screaming on a plane for his daddy for possibly 6 hours; an angel as a flight attendant has answered one prayer . Judy; I could not be happier; heaven has solved one problem; no longer will I have to endure a 3 year old screaming on a plane for his daddy for possibly 6 hours; an angel as a flight attendant has answered one prayer .

]]> By: Bill http://www.elliott.org/the-travel-critic/how-to-avoid-a-customer-service-nightmare-5-tips/comment-page-1/#comment-26343 Bill Mon, 02 Nov 2009 04:02:46 +0000 http://www.elliott.org/?p=9259#comment-26343 Judy, thanks for taking your 3 year old on the bus or car! I think you should encourage all parents of young children to do the same! Those airlines are just horrible to children! Judy, thanks for taking your 3 year old on the bus or car! I think you should encourage all parents of young children to do the same! Those airlines are just horrible to children!

]]> By: Aaron Gold http://www.elliott.org/the-travel-critic/how-to-avoid-a-customer-service-nightmare-5-tips/comment-page-1/#comment-26339 Aaron Gold Mon, 02 Nov 2009 01:58:44 +0000 http://www.elliott.org/?p=9259#comment-26339 I have to be honest, I've never had a truly bad customer service experience. I've dealt with some surly people, and I try to stay sympathetic -- but not patronizing -- and I tell you, it works wonders. I remember one nightmare day at DFW, when I dealt with an obviously PO'd customer service agent who was dealing with a line of disgruntled people with missed connections. I was nice and he was obviously prepared for battle, opening by telling me that the next flight was full, and he'd put me on the standby list, but it probably wasn't going to happen, so-there. I said, "I know you're having a pretty bad day here. All I care about is getting back to LA tonight. Anything you can do to help, I'd really appreciate." His response? He put me on standby on the next flight *and* gave me a seat on the flight after that. "That way, if you don't make this one, you'll definitely get the next one." I even got a smile out of the guy! (And I made it out on the first flight.) I also try to keep my expectations realistic. When United replaced our 767 with a 757, and the ticket agents had to assign one bunch of people to new seats and tell another bunch they weren't getting on the flight, I realized it was not the time to ask for a window seat closer to the front of the plane. Remember, these people basically get yelled at for a living. A storm hits San Francisco, and they suddenly have 200 people taking it out on them. Having some sympathy and patience always helps. -- Aaron I have to be honest, I’ve never had a truly bad customer service experience. I’ve dealt with some surly people, and I try to stay sympathetic — but not patronizing — and I tell you, it works wonders. I remember one nightmare day at DFW, when I dealt with an obviously PO’d customer service agent who was dealing with a line of disgruntled people with missed connections. I was nice and he was obviously prepared for battle, opening by telling me that the next flight was full, and he’d put me on the standby list, but it probably wasn’t going to happen, so-there. I said, “I know you’re having a pretty bad day here. All I care about is getting back to LA tonight. Anything you can do to help, I’d really appreciate.” His response? He put me on standby on the next flight *and* gave me a seat on the flight after that. “That way, if you don’t make this one, you’ll definitely get the next one.” I even got a smile out of the guy! (And I made it out on the first flight.)

I also try to keep my expectations realistic. When United replaced our 767 with a 757, and the ticket agents had to assign one bunch of people to new seats and tell another bunch they weren’t getting on the flight, I realized it was not the time to ask for a window seat closer to the front of the plane.

Remember, these people basically get yelled at for a living. A storm hits San Francisco, and they suddenly have 200 people taking it out on them. Having some sympathy and patience always helps. — Aaron

]]>