Funny Motivational Speaker Linda Larsen presents...

Certified Virtual Presenter

Linda's Positively Speaking Blog

Rants & Raves by Funny Motivational Speaker Linda Larsen


Customer Service Communication Mastery

By Linda Larsen - Friday, November 29, 2019
Featured Image

It was one of those travel days that didn't start out particularly well. Facing very little sleep, and three flights to get to the middle of the country for my next speaking engagement, I left my house before the sun came up. When I finally got to the airport, I was running late and desperately trying to find a parking spot… that wasn’t in the adjacent town.

When I approached the security checkpoint inside the terminal I realized that my Delta app was not working on my phone. With a deep sigh, I dragged my suitcase back downstairs to the check-in counter to get a paper ticket. After much ado, I stumbled my way back upstairs, got through security (after a “random” TSA check) and made my way to my gate. I boarded the plane and fell into my seat, clinging to my Starbucks coffee for dear life.

No sooner did I settle in than a flight attendant approached me sporting a huge smile. I was immediately intrigued. Her smile was…dare I say it….contagious.

Here’s exactly how the conversation went:

Flight attendant: "Hi! Good wonderful morning! Welcome aboard!"
Me: "Oh my gosh. Thank you for that amazing smile!"
Flight attendant: "Thank you for your great attitude!"
Me: "Um no. You get the credit on this one. You inspired this great attitude. I'll bet you have LOTS of customers with great attitudes "
Flight Attendant: (paused and thought for a moment) "Now that you mention it, I do!"
Me: "I rest my case."

Here’s the moral of the story. I was NOT a happy customer. I was, in fact, the kind of customer that makes you cringe when you see them heading toward you. And in seconds, she converted me from someone who could have been quite challenging to deal with into one who was actually happy and ended up complimenting her.

She brought a huge, authentic, warm and welcoming smile into our first interaction. Her warmth, that wonderful smile and the happy tone of her voice, changed me. For the better.

And who benefited from this encounter?

I did. Clearly.

But who else benefited from this? She did. She went from having to deal with a difficult, cantankerous, grumpy customer to being able to enjoy a rather happy, pleasant one. This made her job a lot easier

And finally, the company, Delta Airlines, benefited from the way she interacted with me. It was one more check in the column labeled “Why I will always be loyal to Delta and scream their praises to anyone who will listen.”

And here’s what’s really cool. It cost her NOTHING to do this. Zip. Zero. Nada. She apparently had just decided that, no matter what, she was going to greet everyone who came on board as if she was really, really, really happy to see them. And it worked.

Why not try this? Why not take responsibility for influencing your customers’ moods - for the better. Create the win-win-win for everyone involved.

Tiny investment. HUGE payoff.

About the Author

Linda Larsen, CSP, CPAE is a Hall of Fame Speaker, professional actress, best-selling author and serious lover of doggies. Linda speaks at conferences and meetings around the world, helping people bring the very best version of themselves to life every day! To talk to Linda about how she can contribute to the success of your next event, call 941-927-4700. Or go to Book Linda Now!

Like this blog? Share it!

Recent Posts



Tag Cloud

good night's sleep multi-tasking speak up actors husbands who don't listen personal development gender communication political anxiety election 2016 cheerleading overcoming adversity friendships Politifact personal growth American Idol best bed for bad back gift ideas lying in politics motivational speaker on communication marshmallow test iPhone4S positive perspective attitudes effective communication Shakespeare, thank-you notes how to become a motivational speaker happiness linda larsen Hamilton controlling your emotional state Conrad Hall customer service sleep personal responsibility bottom line improvement remodel stress gripers clinical depression Gary Marachek positive attitude truth in politics joy how to listen motivational speaker success flying eyebrows communication model achievements how to have high self-esteem defensiveness bucket list aging public speaking horror stories divorce statistics liking Dr. Phil depression contempt Meryl Runion vision boards mans search for meaning Changing perspectives relationship building Broadway self-image dental practice strategies mattress recommendation changing behaviors habits motivational speakers criticism back relief PhotoShop building character communication happiness at work healthcare stress management motivational speaker on customer service parenting nonverbal communication Lenscrafters dr. john gottman cell phone addiction National Car Rental handling fear trust in relationships Viktor Frankl bad drivers expectations motivational speaker Linda Larsen chronic back pain the business of motivational speaker latex mattress review Tim Richardson laughter listening southern accent confidence bipolar disorder marriage raving fans coping with anxiety conflict management proactive people tension change feeling good customer service secrets Hillary Clinton funny motivational speaker Linda Larsen complainers appreciation gratitude selling happiness holiday stress humor difficult people Kelly Swanson customer service training happy customers goal setting reframing compassion managing stress learning fact checking stressful elections how to deal with negative people motivational speaker Brad Montgomery advertising stonewalling Kay Frances passion mental illness fear of trump presidency getting to yes Lin-Manuel Miranda achieving success airline pilots dental practice motivation personal achievement power of a smile how to get what you want success changing habits speaking nightmares successful dental practices how to happy Dr. Brene Brown, The Wholehearted Parenting Manifesto unhappy employees Asolo State Theater high self-esteem beauty how to strengthen relationships patient service negative thinking Donald Trump self talk facebook activity panic attacks brain chemistry funny motivational speaker Noah Racey's Pulse Delta finding humor truth magic act time management costumes raising happy children acting funny motivational speakers losing weight understanding attitude whiners difficult patients building rapport anxiety communication skills what you name the thing encouragement listening skills motivational speaker goal achievement zig ziglar personality types shakespeare humorous motivational speaker funny video self confidence