Today’s story is a tale of good service—in Chile no less!
Let’s face it, Chile is not known for good customer service. Oh, the stories I could tell—that we ALL could tell—about experiences ranging from frustrating to nightmarish… (For example, Lydia’s experience yesterday). Forget anything you ever heard about the customer always being right, in Chile, the customer—more often than not—is irrelevant.
Now that I’ve gotten that off my chest, I want to report a happy experience!
I had booked a flight with Lan Chile on-line and realized a few days later that I had a problem with it. I returned to the website, couldn’t remember my password, went through the normal steps to find the clave olvidada—no luck—it was registered under some long-forgotten email address, and finally I realized with a sinking feeling that I was going to have to speak to a human…
Knot in stomach begins here…
Have you noticed that most websites make it difficult to find a telephone number these days? Recent attempts to make human contact at Entel (a communications company no less) proved laborious (and in the end futile, because the person who finally answered could tell me no more than to come in and take a number), so I really dreaded having to try and go through all this with Lan Chile on a Saturday morning. I was sure that (1) I would never find a number, and that (2) if I did they would put me on hold for hours, and (3) when someone finally did pick up the phone they would tell me that they only provide information every other Thursday between 12:00 and 12:01.
I’m happy to report that this was not the case at all!
First, the telephone number is on the top right-hand side of the Lan Chile website! How logical! How helpful! Why should this be such a novel idea?
I called, and amazingly enough, an incredibly helpful man named Cristián picked up on the first ring, listened patiently to my drawn out story of woe and confusion, and then walked me through every step to correct my email and password situation, update my account information, give me the flight reservation number, show me where to download my itinerary, confirm that yes, I did in fact have frequent flyer kilometers accumulated, and answer every little question in between, and all with a calm, pleasant, and reassuring manner!
In a country known for placing insurmountable roadblocks between customer and service, where the company representatives who attend the public are often indifferent, snide, and/or ignorant of the service they are supposed to offer, and then treat you as stupid to boot, or—going to the opposite extreme— are annoyingly ingratiating, it was just such a relief to get through a potentially stress-provoking situation and walk away calm and relieved with the problem resolved in less than 15 minutes with just 1 person and 1 phone call!
Kudos to Lan Chile and many thanks to service rep Cristián.