Ratings and reviews have a significant impact on the careers of those working in customer service. Realizing this fact, one Delta Airlines customer did the unbelievable when she mistakenly gave one star to one of their representatives. Not only did she contact the airline, but she recorded a video explaining her mistake and asking the company to allow her to change her rating to a five.
Samantha Brown took to Instagram to praise a Delta Airlines employee. (Instagram/@Samantha Brown)
Samantha Brown shared a video on Instagram in which she explained her mistake and her desire to make amends. “I know great customer service is a rarity these days and I never opt to have my travel issues resolved by texting. We want to talk to people! So, I just wanted to post that. Julie was 5!” she wrote.
In the video, she explained that she had a smooth experience speaking with a Delta representative named Julie and wanted to give her the highest rating possible. However, due to a small mistake, she ended up giving it one star. Fearing that Brown’s mistake would bring criticism from her manager, Julie recorded a video explaining the situation.
How did the airline react?
Her video soon caught the attention of many, including Delta Air Lines. Taking to the comments section of the video, the airlines wrote: “I love that you want to recognize Julie, we do too!”
What did Julie say about Brown’s video?
As a sweet surprise, Julie also shared a response to the video. “Wow… This is Julie (Delta in Atlanta)! I talked to you that morning. Thank you for going above and beyond. You’ve done what most people don’t even think about…let alone do something about. You are a great and lovely lady!” she wrote.
Check out this video shared by Brown:
The video was posted on October 3, and has since garnered close to 3.4 million views. The stock also received tons of comments.
How did Instagram users react to this wholesome video?
“Julie is at work right now showing her manager like ‘see,'” one Instagram user joked. “As a customer service representative, I appreciate your genuine concern for her metrics. You don’t know how much it affects us. In terms of salary, promotion, everything. Thank you, you remind us that there are still good customers,” commented another. “This is the good side of the internet, I mean this got to Delta AND Julie,” expressed a third. “This is absolutely beautiful. You have a great character,” wrote a fourth.
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Categories: Trending
Source: newstars.edu.vn