How to avoid a customer-service nightmare
(Tribune Media Services) — Ask Bonnie Friedman about her worst customer service experience, and she won’t hesitate to tell you about the time she checked in for her flight from Venice to Frankfurt.
An agent at the counter, who appeared to be on a personal phone call, ordered Friedman to return 15 minutes later.
“She never lifted her head,” she remembers. “She was just plain nasty.”
And that was only the beginning of an ugly series of exchanges between the two, in which Friedman repeatedly tried to check in and the agent ignored her. With her flight about to depart, she pleaded for help, and finally, the agent angrily issued a boarding pass, but not before informing the American that she was rude.
“I realized that arguing or losing my temper would be of no use whatsoever, so I thanked her for her help and wished her a good day,” she says.
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