Thursday, May 31, 2007

How to Turn Bad Customer Service into Good

In my post below, I whined about the rip off that is business centers in upscale downtown hotels. Namely the Hyatt Union Station St. Louis charging a $13.95 minimum to log on to a computer in the business center

I got off the phone tonight with one of their customer service folks. Was she truly sympathetic or just highly trained? Doesn't matter. She listened to my gripe, validated my concerns, and did something about it.

So she singlehandedly changed the poor customer service story below into an example of how to treat and retain customers. Nice work.

I kept my Hyatt reservation for Virginia next week.

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