This week’s issue of Elliott’s E-Mail is filled with useful advice and unbelievable customer-service stories with improbable resolutions. You have to check out my Mint.com column on finding a manager’s phone number. Also, learn about which four service mistakes could kill your business over on CBS Interactive. And I have a few hot discussions on my website, including one about a travel agent’s hotel booking error and flight attendants who don’t like their passengers.
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The Travel Troubleshooter: You didn’t damage this car – no, wait, you did
When Enterprise rents Janice White a car in Chicago, there’s damage to the fender. No worries, says an associate. It will be noted. But a few days after she returns the car, she’s being asked to pay for the dent. What now?
Case dismissed: Oops, I booked eight nights instead of one
Meryl Lee Seewald thought she was booking just one night at the Holiday Inn Miami International Airport. Instead, she booked eight.
Ridiculous or not: Do flight attendants really hate us?
When, exactly, did flight attendants stop caring about us?
Is this enough compensation? I got a refund and they blacklisted the property, but …
It wasn’t Margaret Peary’s first hotel booking on Priceline. But it may have been her last.
Can this trip be saved? A chipped windshield and a surprise bill
It’s been a while since we’ve had a chipped-windshield story. This one comes to us by way of Kenneth Ross, whose wife recently rented a Toyota Corolla through Payless Car Rental in Toronto via Expedia.
Phone Confidential: How to Find Any Manager’s Number
Getting the phone number for a company is easy: it’s listed in every directory, and the company wants you to call it so it can sell you something. Finding the direct extension of a customer service manager? That’s not so easy.
4 Customer Service Mistakes that Will Kill Your Business
While Wall Street may find plenty of other reasons for Borders’ failure, it’s clear the chain made critical service mistakes.
Airlines With a Busted (Moral) Compass
There are so many unscrupulous ways a business can manipulate a price, without customers knowing. This is how these airlines did it.
3 Ways to Avoid an Airbnb Service Disaster
After a customer service meltdown, Airbnb went from media darling to scapegoat–literally overnight. How not to repeat their mistakes.
5 Ways to Earn a Customer’s Trust
Only one in 10 workers think their company’s leaders are ethical. Your customers probably feel the same way.
The other Chris Elliott. I’ve rebooted my Tumblr blog. It’s now called The other Chris Elliott. Please stop by and follow me.
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