Archive: Customer Service

What To Do If You Lose Your Photo ID and Need to Get On a Plane

(credit: ECP via Flickr)

(credit: ECP via Flickr)

I went to Washington D.C. a weekend not too long ago for a mystery readers’ conference where I was on an author’s panel for the first time. I also presented a two-minute spiel at a new author’s breakfast, relished in the glee of being amongst fans… and lost my driver’s license.

Oops. That was not a good thing — losing the driver’s license, I mean.

It was one of those mornings. I rushed out of the house at 5:00 A.M. for an early flight, traversed a convoluted detour route into the airport because of construction, wasted time finding a place to park, and then went to the wrong airline terminal to check in. After discovering my mistake, I had to walk a mile from terminal one to terminal three in the wrong shoes, dragging luggage that had books in it behind me. Not fun.

Thank goodness I had left the house a few minutes early. By the time I got checked in, through security, and to the gate, the plane was boarding so I showed my e-ticket and walked right on — without my driver’s license. I discovered it missing when I checked into the hotel.

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Make Customers Feel Special

(credit: Paul Swansen via Flickr)

(credit: Paul Swansen via Flickr)

We all want to feel special, especially if we’re spending money for something, but that’s not happening much anymore.

Buying things, even those we really want, can be stressful, over complicated, and irritating. I just had a painful experience with an insurance company. What should have been an easy process was so ineptly handled, I lost my patience.

Scripts and cheery greetings aside — “What may I have the pleasure of helping you with today?” Argh — the execution was so inept, it was frightening. These people were servicing an insurance company!

I wasn’t asking for a claim, I was just trying to buy the policy. Let’s hope I never have a claim — imagine what that will be like.

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