Make Your Courses
Stand Out (Continued…)
Stress Convenience and Choice In an ideal world, we’d sell scuba courses solely on the quality of training we offer. Unfortunately, that’s not what sells. Customers tend to assume that your training agency affiliation, among other factors, helps ensure a minimum acceptable level of quality. They are more concerned with convenience, i.e., “Can I get the necessary training completed before my vacation?” and “Will learning to scuba dive conflict with my other responsibilities?”
This is why it’s important you stress the convenience of the training you offer, and the choices that help make it convenient. For example:
- “Choose from weeknight, weekend or private class schedules.”
- “Complete your training here locally, on one of our group trips or on a vacation trip you already have planned.”
- “Start learning the moment you pick up your student materials and complete them on a timetable that is convenient to you.”
How to Handle a Difficult Customer
This was sent in by Cristina Zenato of unexso. Apparently it has been making the rounds of the Internet.
If you ever have a difficult situation to manage, you might consider the approach offered by this obviously well trained Customer Service Officer.
Indeed, an award should go to the Virgin Airlines gate attendant in Sydney some months ago for being smart and funny, while making her point, when confronted with a passenger who probably deserved to fly as cargo. A crowded Virgin flight was cancelled after Virgin’s 767s had been withdrawn from service.
A single attendant was re-booking a long line of inconvenienced travellers.Suddenly an angry passenger pushed his way to the desk. He slapped his ticket down on the counter and said, “I have to be on this flight and it has to be first class!”
The attendant replied, “I’m sorry sir. I’ll be happy to try to help you, but I’ve got to help these people first, and I’m sure we’ll be able to work something out.” The passenger was unimpressed. He asked loudly, so that the passengers behind him could hear, “do you have any idea who i am?”
Without hesitating, the attendant smiled and grabbed her public address microphone: "May I have your attention please, may I have your Attention please,” she began, her voice heard clearly throughout the terminal. “We have a passenger here at Gate 14 who does not know who he is. If anyone can help him find his identity, please come to Gate 14.”
With the folks behind him in line laughing hysterically, the man glared at the Virgin attendant, gritted his teeth and said, “F… You!”
Without flinching, she smiled and said, “I’m sorry,sir, but you’ll have to get in line for that too.”
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