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A Tale of 2 Customer Service Agents

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Sometime over the past 2 months, probably during my travel to India, my iPad Mini developed a hairline crack on the screen. It wasn't damaged enough to actually take it into the Apple store. That is, until I had a problem with my iPhone camera.

During the appointment I asked the Genius to have a look at my iPad. He mentioned that it clearly wasn't a warranty issue, and usually I'd be eligible to buy a replacement for about $250. But because I'd waited so long for my appointment, and we couldn't replicate the issue on my iPhone, he'd replace it for free. On top of that they only had a 64GB model in stock, so I got a free upgrade thrown in.

Brilliant!

This morning I arrived over an hour early for my return Qantas flight from Brisbane to Sydney, and in the Business Lounge enquired about catching the earlier flight back home. Despite being a Platinum Frequent flyer, there being plenty of seats available on the 11:25 flight, AND offering to pay any fare difference or change fee, I was summarily told that my fare didn't allow changes. Fair enough, but this is where Customer Service and common sense kicks in.

Seriously, how can it make any sense for a business to not fill empty seats, and free up seats for other customers? Especially at no cost to themselves? How can it make sense to not provide service to a high value customer?

Two companies, both with “rules” designed to protect company revenue. Both used to guide or compel customer service agents in their interactions with customers. But one has the culture of empowering agents to use common sense, the other not.

I know where I'll be spending more.

 


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