Awesome Customer Service with Phone Agent
Jun 25, 2013, 12:57 am
#1
Original Poster
Join Date: Sep 2005
Programs: SQ Silver; HH Diamond; UA Premier Plat
Posts: 123
Awesome Customer Service with Phone Agent
I'm not sure if I've ever posted on the DL forum, but just had to share my awesome experience with a phone agent. My usual customer service experience is with UA phone agents and this particular DL employee outshone anyone them all.
One, you could hear the enthusiasm in her voice. She addressed me by name and seemed genuinely happy to help me.
Two, I had forgotten that the mileage requirement was based on region not on segment. I had already upgraded a DTW-NRT segment for 25,000 miles per pax and mistakenly thought I had to pay another 10,000 miles per pax for a NRT-MNL leg. The DL employee cheerfully and playfully corrected my mistake.
Three, and most importantly, I was calling via Skype from overseas and my connection died while she was booking the upgrade. I was mortified because I didn't know how I would reach the same agent. She called me back and left a voicemail (on the Skype number, because I paid to have an actual U.S. phone number) telling me she had completed the upgrade process. About 20 minutes later, I received an email confirmation. Had this been a UA agent, I can't be sure my request would have been processed.
Maybe these are small things for loyal DL customers. For me, these were major selling points for DL's customer service ethic. Wow!!! ^
One, you could hear the enthusiasm in her voice. She addressed me by name and seemed genuinely happy to help me.
Two, I had forgotten that the mileage requirement was based on region not on segment. I had already upgraded a DTW-NRT segment for 25,000 miles per pax and mistakenly thought I had to pay another 10,000 miles per pax for a NRT-MNL leg. The DL employee cheerfully and playfully corrected my mistake.
Three, and most importantly, I was calling via Skype from overseas and my connection died while she was booking the upgrade. I was mortified because I didn't know how I would reach the same agent. She called me back and left a voicemail (on the Skype number, because I paid to have an actual U.S. phone number) telling me she had completed the upgrade process. About 20 minutes later, I received an email confirmation. Had this been a UA agent, I can't be sure my request would have been processed.
Maybe these are small things for loyal DL customers. For me, these were major selling points for DL's customer service ethic. Wow!!! ^
Jun 25, 2013, 1:20 am
#2
Suspended
Join Date: Dec 2009
Location: HKG
Programs: DL FO, UA, AA, AsiaMiles, SPG, HHonors
Posts: 7,982
Awesome Customer Service with Phone Agent
They aren't small, they're important. Phone agents can be hit or miss, but most DL frontline employees are fantastic. As much as I make fun of DL corporate DL really should be proud of their customer-facing staff.
Jun 25, 2013, 1:27 am
#3
Join Date: Mar 2013
Location: PRG, NYC, MOW
Programs: Delta DM, AA EXP, SPG PLT75, Hyatt Diamond
Posts: 215
Jun 25, 2013, 8:23 am
#5
Join Date: Nov 2012
Programs: Delta DM, SPG Plat, Marriott Plat, IHG Spire
Posts: 1,021
I have in general had fantastically pleasant service from the GM/PM line staff. I've had a few cases where they don't know how to deal with a specific problem, but even then, they have always been unfailingly nice.
I would say that I've mostly had the same experience with TAs, GAs, and FAs. Some bad apples here and there of course, but overall, I would definitely agree that the front-line for DL is top-notch.