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

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