How not to botch customer service

I fly a lot. And despite loyalty perks I still feel like I’m one cow among a herd being shepherded into the barn from the moment I get to the airport to the time I arrive at my destination. (For those that find the analogy strange, I grew up in rural American in a county that used to have more cows than people.)

So, given my distaste of the flying experience, it’s pretty remarkable when I say, “I want to fly Virgin America.” For the record, I never want to fly anywhere. I just want to go somewhere and getting on a plane is a means to an end. But, I really want to know the in-flight experience of Virgin America, at least once.

I hear such amazing stories about how the Virgin America flight crews create engaging, fun and exhilarating experiences in their air crafts. These stories come through multiple channels, the most recent being this past Sunday via a Twitter post. @AliBrown said:

On my first Virgin America flight - amazing plane, super service, tons of legroom in 1st, outlets for my laptop - I’m in love

This is an amazing recommendation for Virgin America. My interest is peaked once again…

So, how do they do it? How do they get people to want to fly Virgin? The answer…Virgin America addresses customer service systemically. And, as a result, they are an organization to learn from.

In an article entitled, “Virgin America’s Guide to Not to Screwing up Customer Service,” BNET author Jan Alexander shares the rigorous practices engaged by Virgin America to vet their flight crew talent. It’s an interesting article to read, one that makes you wonder if you, too, should be employing hiring processes that go beyond two-rounds of interviews.

Categories: Customer experience