for that manager that gave you great service, write the letter like this and there is NO way he can get in trouble, but he will get oodles and oodles of praise....
"i would like to take the time to recognize an industry leader in customer service. His name is XXXXXX and he works at the XXXXXX Airport.
On XXXXXXXXX, i flew in and expected to have a caar ready for me. As a chairmans club member, I have seen many levels of customer service from many companies, not just Avis. On this day, he showed me what customer service was all about.
{insert what he did, how you felt etc etc here}
Now I know as a chairman we are not entitled to that class of car, but it is definitely nice to know that a manager was willing to go the extra mile. His/her willingness to serve the customer is a testament to what CUSTOMER SERVICE SHOULD BE. What he did made me want to come back next time, and I surely will. Ive heard from people and seen the literature on the busses that talked about the "avis experience" and I can say withhout a doubt XXXXXX at XXX gave me that service on that day."
Originally Posted by
IceTrojan
Thanks ezmonee... your input and information is always appreciated. I will definitely be mailing a letter about the terrific line manager at MCI then.
Question: With standing orders from corporate about NOT upgrading CHM into any X vehicle, would writing a letter about an employee who did just that get them in trouble instead?
As for the other evil manager... well, he definitely knew he was talking to a CHM, which made it more disappointing. Based on your explanation, his behavior rose up to the level of a phone call and definitely didn't warrant a letter, but it's good to know that such a letter would be treated seriously. I don't even know what would cause me to write a letter though, short of being run over by a car or something.
I do understand how the influx of CHMs have lead to unreasonable customer behavior (much like those stories we hear of airline elites), and it ruins it for the rest of us. But at the same time, there should be a minimum standard for EVERYONE, and the manager in my letter didn't even meet that.