From the course: De-Escalating Conversations for Customer Service
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Manage expectations with customers
From the course: De-Escalating Conversations for Customer Service
Manage expectations with customers
- Recently, my flight was canceled due to tornadoes in my area, so I called my hotel to cancel the reservation since I wasn't getting into the city until the next morning. But the hotel told me that because I didn't cancel my reservation 72 hours in advance, I'd still be charged. I pointed out that I had to cancel because my flight canceled. The employee carefully managed my expectations saying, "I'm noting that your flight was canceled because of weather. Our policy states that reservations not canceled 72 hours prior to check-in will be charged a cancellation fee. But I have opened a case documenting weather as a reason you canceled. The local hotel we'll research and get back to you. Please understand this is solely at the manager's discretion." I didn't like the news that I might still be charged, but I was impressed with the way the employee managed my expectations. I walked away with a clear understanding of…
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