Funny Motivational Speaker Linda Larsen presents...

Linda's Positively Speaking Blog

Rants & Raves by Funny Motivational Speaker Linda Larsen

Nov
2019

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

Archive

Categories

Tag Cloud

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