Some family members needed help modifying several hotel reservations yesterday. So I called Marriott to personally make the changes and make sure everything was shipshape.
The phone rep with whom I spoke was very helpful, courteous, patient, and kind. (We modified about a half dozen reservations.)
When we finally finished, she asked if there was anything else she could do for me.
“Yes,” I said. “Please send me to your survey so I can give you the best ratings possible.”
“Thank you so much!” she said. Her tone told me she was smiling. “That really helps us out a lot, so thank you!” (I assume “us” is Marriott phone reps.) Hearing how happy that made her made me feel good, too.
I finished answering several survey questions about 30 seconds later. I gave the rep a “9” rating on everything. (Marriott’s phone survey asks for ranges between 0 and 9. Nine, of course, is the highest possible praise.)
I also ask Delta reps to trigger the survey whenever I call the Delta Medallion line. Unless I get a notably unfriendly or useless rep (which is quite rare), I always give reps a “5.” (That’s Delta’s highest rating; their shtick is “Strive for Five.”) Even if the employee is lowkey or sound a little happier about their job, I still give them a 5.
Remember that Delta phone reps can accept Job Well Done (JWD) certificates issued to Diamond and Platinum Medallion members. So if you really want to go the extra (Sky)mile, you can read them the JWD cert number. Just remember to destroy it afterwards — so you don’t accidentally give it to someone else later. 🙂
Most reps are grateful someone wants to positively acknowledge their work — and actually take the time to volunteer for the survey. (I assume plenty of people just hang up as soon they’re problem is handled and don’t bother with the survey.)
Some travel companies offer automated surveys at the completion of your call. Based on everything we’ve heard, those rankings actually play some factor in employees’ standing with their respective companies.
So if you have the time, consider asking a phone representative to trigger their survey — and tell them they’re about to get an excellent review. It’s a few seconds well spent. It can brighten that employee’s day — and make you feel good in the process.
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