Delta Airlines: Gauging the Quality of Your Customer-Service Representatives, Done Right.

Wow, this is so fantastic....

I had occasion to call Delta Airlines customer service, and when the representative hung up, the call tripped over to
customer-service survey kind of thing. but instead of the normal banal questions (“Were we able to solve your problem?”, etc.),
they asked just one question:

“

Would you hire the person you just talked to,

if you owned a customer-service business?

”

Wow, what a fantastic question. It concentrates on the person's competency and people skills, rather than the
services and restrictions of the company behind them.

(In my case, I answered an unequivocal “yes”, as the person was personable and competent.)