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

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