When
I was leading a Consumer Affairs Department years a
g
o, I faced the same thin
g
often. Irate callers would escalate to me and after I
listened with a true intent to understand and offered a
sincere apology, they’d surprisingly tell me that they
wanted no compensation, but instead wanted to be
“heard”.
I
would take the customer at face value and not
automatically try to force compensation or follow-up
with compensation. What I would do, however, is
follow-up the conversation with a thank you letter to
thank the customer for their feedback and to once again
apologize for the problem they experienced. This letter
will serve to create goodwill and re-establish trust.
And it will increase the chances that the customer will
fly with you again. At random or as you feel it’s
appropriate, you can offer a concrete form of apology
such as a travel voucher.
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