Patrick Fletchall’s Post

I take my sales integrity very seriously, and when I find out that something is not as it says it is, whether it's an airline booking class, hotel, or product, I will let my customer know. That is a customer's right - to be protected at least to some extent by their sales person. #sales #integrity #customerservice

Excellent customer service is a powerful tool that can elevate a company's reputation and build lasting customer loyalty. A prime example of this is an airline CEO who went undercover as a regular passenger to test his flight attendants' patience, professionalism, and problem-solving skills. Disguised as a passenger, the CEO made various demands to see how the crew would respond under pressure. One flight attendant stood out, handling every situation with grace, patience, and genuine care. Unbeknownst to her, she was serving the very person who could shape her career. At the end of the flight, the CEO revealed his identity and praised her outstanding service, recognizing that her excellent behavior stemmed from true professionalism. Impressed, he promoted her to a higher position, giving her the opportunity to inspire others with her approach. This incident underscores that excellent customer service goes beyond meeting needs—it's about exceeding expectations and creating memorable experiences that foster loyalty and trust. The CEO's experience highlighted the profound impact that one person’s dedication to service can have on an entire organization. #CustomerServiceExcellence #LeadershipInAction #GoingAboveAndBeyond #CustomerExperience #ServiceWithHeart #BusinessSuccess #ProfessionalismMatters #LeadershipLessons #EmpowerYourTeam #ServiceIndustry

5 reasons providing perfect delegate management is critical to a successful event:   1.     One main point of contact for delegates across all communications including but not limited to itineraries, reminders, 24/7 customer support, changes, etc. 2.     Clear and concise instructions from the outset ensuring your delegates minds are at ease with relevant information. 3.     Experienced professionals managing all elements of travel for each delegate, including flights, transfers, hotels, special dietaries, personal belief support (ie, dates and times that some delegates can and can’t eat, travel etc)   4.     Instant progress reporting for clients including spend, completion etc 5.     Creates a VIP experience for all

Concern regarding American Tourister Laptop Bag Delivery Dear American Tourister Customer Care, I am writing to express my disappointment and concern regarding an undelivered order I placed on your website. On May 21, 2024, I placed an order (Order # [3004844]) with the expectation of receiving it on or before May 31, 2024. However, it is now 22-06-2024, and I have not received the product nor any communication regarding a delay in shipment. I have checked the order status online, but it does not reflect any updates. This delay has caused significant inconvenience as I was relying on receiving the product by the promised delivery date. I kindly request you to investigate this matter and locate my order. Please provide me with a confirmed delivery date for the product or a full refund for the order. For your reference, I have attached a copy of my order confirmation email. I look forward to your prompt response and resolution to this issue. American Tourister American Tourister | Kamiliant | Samsonite

One of the best things about working with a creative team? You get to bring those not-so-crazy ideas to life! From brainstorming and scripting to shooting, editing, and seeing it all come together—sure, it can get a little hectic, but I love every minute of it! I’m so passionate about Content Marketing that I often get lost in the work and even forget to eat. 😂 Check out this video we shot for Customer Service Week, along with other content we’ve created for FCM Nigeria! I’m already looking forward to the next one! 🎥✨ #ContentCreation #CustomerServiceWeek #Creatives #ContentMarketing

Congratulations to British Airways and its Chief Executive, Sean Doyle. BA wins my award for the Worst Customer Service I received in 2024. The lack of attention and engagement I encountered from BA was so spirit-sappingly awful that it will be a long time before I come back to the airline except in case of emergencies. How do you drive a valuable customer to the the point where they literally just give up out of sheer frustration. Denying BA my business is the only recourse I have left. It shouldn’t need to be this way. I’m not posting this to have a moan; I’m posting to give you constructive criticism that your processes aren’t working. 1. Systems don’t seem able to keep track of customer details; BA could not find the history of my booking even though it had earlier compensated me for missing luggage and I was travelling with my family. 2. There is no continuity between contacts; call center agents seemed wholly unaware of the details of previous calls obliging customers to keep having to repeat their complaint and leaving them feeling as if they are stuck at base camp. 3. Agents while unfailingly polite seem unempowered to make decisions without referral to management. 4. Customer Service leadership does not respond to escalations - if indeed these are occurring. 5. Information submitted to BA as part of a complaint is never acknowledged as being received and doesn’t seem to be processed efficiently which leads to multiple requests for the same information, which is sent and still never acknowledged. 6. Agents do not follow up on calls and commitments, nor provide status updates that would indicate whether or not the complaint is being dealt with. Next year, I’ll be using non-IAG carriers for all my business and personal flights because I have been worn out by trying, and failing, to get any kind of effective help and support from BA. All of the failures that I have experienced were avoidable and fixable. I’m very disappointed that after so many attempts to get this matter resolved my ultimate response is to give up and take my business elsewhere. Angry? Yes. Stressed? Yes. And worn out trying to get British Airways to do the straightforward thing and look out for the customer. BTW if you like the bag, you can buy it from: https://lnkd.in/eDKjCq9v #airlines #customerservice #britishairways #flights #transport #customercare

𝐌𝐚𝐧𝐚𝐠𝐞 𝐀𝐥𝐥 𝐑𝐞𝐬𝐞𝐫𝐯𝐚𝐭𝐢𝐨𝐧𝐬 We filter every guest to prevent any problematic reservations which may post threats to your property. We communicate with guests for each check-in and check-out. Our 24/7 customer service ensures guests are happy and cared for during their stay. We constantly alter booking prices according to market demand. 𝐋𝐄𝐀𝐑𝐍 𝐌𝐎𝐑𝐄 👇 📞862-626–2151 🌐hostyourstays.com ✉️info@hostyourstays.com #GuestManagement #ReservationHandling #BookingControl #GuestScreening #PropertyProtection #24x7CustomerService #CheckInCheckOut #GuestCommunication #BookingAdjustments #MarketDemandPricing #PropertySafety #ReservationFiltering #CustomerCare #HappyGuests #StayManagement #ReservationManagement #BookingFlexibility #GuestSatisfaction #PropertySecurity #DynamicPricing #SeamlessCheckIn #GuestExperience #ReservationService #BookingAdjustments #PropertyCare #CustomerSupport

Emirates … I just can’t believe how horrible you treat your customers! You literally have stressed my friends out in a way I’ve never seen.  How is it possible for people to email your executive team and senior executives and not receive not even 1 reply? How does your corporate office number keep going to voicemail? AND HOW is it possible for a customer to ask to speak to a supervisor numerous times with a response of “you can’t speak to a supervisor.” How is it possible that YOUR employees who pick up the phones DO NOT know how to contact YOUR employees in the field??? 🤯 Also, how do you charge a customer a no show fee when they SHOWED to the airport?! How misleading is that? And how, just how do your employees continuously contradict each other one after the next day after day mistake after mistake and the people that pay is the customers?? The customers can make minor mistakes and you will nickle and dime them! But when your employees make mistakes how do YOU pay for it? You can’t say sorry a bunch of time and it still have the same meaning.  There’s just not enough time for me to go into detail here on how horrible you treat your customers. Please please please train your employees… although seeing how you treat your customers is a great reflection of probably how you train and treat your employees, maybe that’s why they don’t care about proving great customer service 🤷🏻♀️

Today I want to talk about customer service. I just returned from Orlando and experienced a new airline this weekend I haven't taken before. This was a milestone weekend for us. My daughter went to cheer at her last Summit Championship for her All-Star Cheer team. Our goal was to go and have an amazing time. That we did! Everything between the flight there and the flight back was AMAZING. The flight, where do I start. My observation was, through all of the onboarding and training of being hired into this company, the one thing that was NOT covered, was Customer Service. Customer Service is the easiest part of our jobs. All of jobs require it, it's free to be nice and yet, somehow, some organizations don't seem to take it as a priority and/or invest in this behavioral training. This was the case from my experience. For as much as we travel, I can say, this experience has proven that I will never book a trip with this airline based on customer service alone. A quick way to lose business, and a quick way to gain business. Which side do you want to be on from your customer service skills. Customer Service = Customer Experience. You control it. #customerservice #customerexperience #professional #development #business #airline

American Airlines put on an absolute masterclass in PHL yesterday… Included in their masterclass: - lie to customers you’ve stranded to avoid giving meal or hotel vouchers after they spend 3+ hours on a plane that doesn’t take off - have airport staff direct customers to phone service then have phone service direct customers back to airport staff. Promptly close airport customer service at 1am after telling customers to stand in line. Do not tell the customer the kiosk is closing during the 3 hours they wait in line - after giving people 0 direction and having them spend 7 hours from scheduled takeoff until sending staff home with 0 resolution or direction - auto-rebook customers for multiple flights so they’re aptly confused by phone notifications, emails, and app updates that all have different flight booking information - offer little to no communication to customers from airport staff, and if they don’t know the answer to your question, have them literally just walk away - have your pilot give every excuse under the sun for why it’s the airports fault, New York City and Washington DC’s fault, and weathers fault, and under no condition mention the fact that the plane boarded late and sat because there was no pilot available to fly it when it was supposed to depart Truly an absolute masterclass in “what not to do” to build customer trust, loyalty, and satisfaction. The three positives: - I passed dozens of customers mentioning it would be the last time they booked with American and I can imagine several, like myself, will follow through on that. Many customers also agreed that this (the absolute lack of customer service & accountability) doesn’t happen with JetBlue, Delta Air Lines , or several other American competitors that have service dialed in. - being on a tarmac for 3+ hours without food or drink offerings is a misstep I hope the Federal Aviation Administration will look into as it appears to be a pretty clear cut violation. David Seymour Robert Isom Ron DeFeo Lita Humphrey Lakshman Amaranayaka #TravelIsntFunAnymore #WeShouldHaveLetTheAirlinesFail