But what about the other side? You know, the heroic stories of customer service that went above and beyond expectations?
They do exist. My friends at Expedia recently sent me a few love letters.
I called to fix my brother’s ticket during this recent chaos in Europe. The customer representative — her name was “Tisha” — helped me find the best ticket possible. She spent a lot of time and answered all my questions and addressed all my concerns. I really appreciate her help and satisfied with the customer service. Thank you.
How about this one?
I wanted to give recognition to your customer service representative, Celeste, who assisted us with canceling our vacation package. Because a family member was affected by the ash clouds, we were unable to go on our vacation. She went above and beyond to help us get a full refund.
It’s understandable that there would be a lot of wait time and frustration associated with all the chaos going on, but she was very courteous and kind in handling our situation. Due to her excellent customer service, we have decided to stick with Expedia for our future travel needs. (As a side note, we have booked with Orbitz in the past.) Please recognize Celeste for her outstanding customer service. Thank you.
Here’s another one:
I wanted to ensure complements by managment were extended to Sheree in the customer service department. I had issues with my reservation and she was not only kind and attentive, but also gave sound advice and over-the-top customer service.
I’m the last one to write such comments as I have such a busy schedule, therefore, I have to emphasize how pleasent it was to speak with her. I was calling long distance from Brussels and a bit frustrated by the wait…and Sheree was able to assure me that I would be taken care of and apologized for the delay.
I’ve been an Expedia customer for some time and have always had great service…but Sheree’s assistance today assured me Expedia was the company I should continue to do all my travel services with. Thank you!
Very impressive. If everyone’s travel experience were this good, I’d have to look for another job.
Celeste, Tisha and Sheree — nice work.
(Photo: Dagga Billa/Flickr Creative Commons)