Does Your Customer Service Care?

Does Your Customer Service Care?



Staff who were incredibly mindful when I wasn’t, were the good people of Mango airlines.

I was heading to Durban. I checked in for my flight, and hustled on towards the boarding gates.

I had already gone through the luggage check and was waiting to board my plane when I got a call on my cell from the lady who had checked me in. She was phoning to tell me that I had left my driver’s licence at the check-in counter!

Related: What Does Great Customer Service Actually Mean?

How often do people phone you to tell you that? Not only that, but she came rushing through herself to hand over my licence before I boarded the plane. A less mindful person might not even have noticed the licence card in time. Then perhaps they might have set it aside, ‘in case someone comes back for it’.

This kind, considerate lady saved me the hassle of not having a licence when I arrived at my destination, not to mention the massive inconvenience of having to get myself another licence. Now, that’s service.

GG van Rooyen
GG van Rooyen is the deputy editor for Entrepreneur Magazine South Africa. Follow him on Twitter.