Ask the passenger, "What would be an
acceptable solution to you?"
Whether or not the passenger knows what a good
solution would be, I’ve found it’s best to propose one or
more solutions to alleviate his or her pain. Become a
partner with the customer in solving the problem.
•Solve the problem, or find someone
who can solve it— quickly!
Research indicates that customers prefer the person
they are speaking with to instantly solve their problem.
When complaints are moved up the chain of command,
they become more expensive to handle and only add to
the customer's frustration.