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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.)
Final Approach
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.
Advertiser Disclosure: Eye of the Flyer, a division of Chatterbox Entertainment, Inc., is part of an affiliate sales network and receives compensation for sending traffic to partner sites, such as CreditCards.com. Some or all of the card offers that appear on the website are from advertisers. Compensation may impact how and where card products appear on the site. This site does not include all card companies or all available card offers. Opinions, reviews, analyses & recommendations are the author’s alone, and have not been reviewed, endorsed, or approved by any of these entities. Some of the links on this page are affiliate or referral links. We may receive a commission or referral bonus for purchases or successful applications made during shopping sessions or signups initiated from clicking those links.
Responses are not provided or commissioned by the bank advertiser. Responses have not been reviewed, approved or otherwise endorsed by the bank advertiser. It is not the bank advertiser's responsibility to ensure all posts and/or questions are answered.
Thanks Chris. Great Reminder
Rick I
I gave a JWD to an employee at dca and she sent me a letter to thank me.
Wow!
#1 it don’t cost nothing to be nice. (Google that along with Coach Paul “Bear” Bryant to get the story.
#2 I’ll bet notes are kept in your e file about you as a customer. At my business, we knew who was nice and who…wasn’t.
100%!
I’m a (new) Delta platinum. How do I access a JWD? I’ve had several Delta phone reps really go out of their way to help me with travel changes…etc… and I’d like to acknowledge them. (I already gave those reps a “5” on the automated survey.
Delta stopped sending JWD certs during the pandemic. We hope they’ll bring them back soon.
I hope so too but I’m not sure they didn’t stop before the pandemic.
Mari – adding on to Chris and Berry…they used to send paper JWD certificates along with your Platinum luggage tags.
Great thought. At the end of a call with Delta rep I always say something like “Hey thanks for all the help, I wish they had a 25 on this survey but I’ll make sure you get a 5”. They always laugh and say something fun and you can tell it makes them feel good. It literally takes 5 seconds. So worth it : )
If possible, please always give the highest rating. If you give a 4 instead of a 5, it will count as a bad mark against the rep. Anything less than the top is considered a fail by the person and they really do matter.