From the course: Leadership Stories: 5-Minute Lessons in Leading People

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Provide stellar customer service

Provide stellar customer service

From the course: Leadership Stories: 5-Minute Lessons in Leading People

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Provide stellar customer service

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- When Ray Brook's flight landed in Portland on Monday morning, he headed straight for the National Car Rental office. Now, he had a meeting with a customer in 30 minutes and a full schedule of customer calls over the next four days. But when he ran his card through the machine to get his keys, it got rejected, and there was a message on the screen that told him to see an agent at the counter. So he went to the counter and told the agent what happened. Now, she looked up his reservation and said there was a problem with his profile. And then she asked to see his driver's license. And she looked at it and then looked up at Ray and said, "Did you know your driver's license "expired last week on your birthday?" And Ray said, "Well no, I had no idea." and then she smiled at him and said, "Happy Birthday, Mr. Brook." Now, that certainly helped diffuse a little bit of the building tension, but it couldn't overcome what she had to tell him next, which was, "I'm sorry, Mr. Brook, "but we…

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