In this short commercial, we see the DNA of being quick in a crisis: Take customer complaints person

Why does it take so long? Delta Airlines recently found themselves eerily ready to play out the "United Breaks Guitars" nightmare again when they required prodding to replace london travel news an expensive guitar london travel news damaged in flight. According to an account in PR Daily , "Delta eventually offered london travel news to pay for Schneider's guitar and give him two free passes, but only after weeks of what he calls 'the runaround.'"
There are two very ugly magnifying circumstances here: the airline forced the passenger to check the guitar which was supposedly carry-on size, and the Gibson london travel news guitar was worth around $10,000. Imagine the customer's horror when he found the guitar damaged after the flight.
Recently, I wrote about the importance of being quick in a crisis rather than hurrying . I said that quickness is the result london travel news of training and preparation, where hurry is a reactive, emotional london travel news response. The difference in a crisis can affect everything london travel news from your reputation to your bottom line. Quickness comes from organizational culture—it is the result of mission. If you have a mission to make your customers happy, your tactics will flesh that out. Airlines have a notorious reputation of dragging their feet when it comes to making right their wrongs. They would do well to take a page from the Enterprise Rent-A-Car school of customer service:
london travel news In this short commercial, we see the DNA of being quick in a crisis: Take customer london travel news complaints personally. They should be the bane of your existence; the sour milk on your cereal. london travel news If there ever is a problem, on-the-spot employees should have the power to make it right. Sure it's costly to write a check for $10,000 after a guitar's worth has been verified, but the benefit of being able to do this immediately is priceless. Even so, it shouldn't take weeks. What if the customer's livelihood depends on the damaged item? "Let us show you what that means. " Delta can run all the commercials they want about how their planes are on time, their seats are more comfortable, whatever. Until they make customers a priority from ticket purchase to luggage pick-up, it is really just noise. You're not done when the plane touches down.
Consultant in crisis communications and social media strategy. Specializing in higher ed, organizations, and nonprofits. Author of Listen, Engage, Respond available on amazon.com. See her website at www.cksyme.org. Current chair of College Sports Information Directors of America (CoSIDA) New Media committee
Thanks Brianna.I was wondering what you thought is on what this might look like when you apply it to recruiting and social? In my role I have many clients who (like may of you posting) do not have time for an engagement strategy for jobs (no 40 - hours let alone 5). But social still matters london travel news and the ability to get jobs content online allows them to "check the box" and succeed with out ...
Hey Allister,'Command centers' are important as that focal point, as you mention, but too many get caught up in the number of screens, here's ListenLogic's Intelligence Center which dwarfs the 20 screen center you mentioned, london travel news but then again we're overseeing london travel news real-time threats london travel news and risks for some of the largest corporations in the world.What london travel news is critical to the command center is the technological ...
Thanks so much for including me, Heather! This article is fantastic and I couldn't agree more with what you are saying. I think companies have this belief that in order to be successful with social media, they need to be tweeting around 24/7 around the clock, and it's simply not the case. When you ...