Unusual Customer Service

Today, my wife ran into some good customer service... With a twist that made it worth mentioning...

She called Southwest Airlines to rebook a flight, since their web site was a bit finicky about the flight that she wanted to change. (It was the second half of a round-trip, where the first half of the trip had been completed).

She got connected with an agent and started to explain that she needed to rebook a flight. The agent said, "I'm sorry, we cannot rebook flights on Thursday". This statement was obviously a joke... and maybe not a very good one, considering the "state" that most folks are in when they need to speak to an agent...

But, my wife is a problem solver and a has a bit of pirate in her.. Think Jack Sparrow... and was able to reply, in almost the exact same deadpan as she got from the agent, "I am sorry to hear that. Lucky for me the flight I want to change is on a Monday".

The rest of the transaction went without a hitch and, I hope, both sides of it got a bit of a chuckle from it... I know we both did.

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Vince Kraemer writes the entries in this blog.

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