Funny Motivational Speaker Linda Larsen presents...

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.


Read More

Like this blog? Share it!

Recent Posts



Tag Cloud

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