Using Your EARS for Incident Resolution

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In a world consisting of hundreds of moving vehicles, thousands of moving cars, and millions of moving parts in those cars there are bound to be some issues that arise.  How your team handles these issues and how they respond to them will mean the difference between a livelong customer and an upset former customer.  The four step EARS method (Elevate, Apologize, Research, Solution) helps us turn upset or frustrated passengers into understanding friends.

Elevate – When a passenger is upset or inconvenienced they want the correct answer, not just a quick answer.  Elevating the call to a supervisor or manager gives you time to think about your response while also making the passenger feel as though their issue is important to the company.

Apologize – This should be basic but is often missed.  Personally, I use, “I apologize for your inconvenience.  Let me look into this situation.  Can I get back to you in the next 15 minutes after I have a chance to talk with our team and see how this happened?”

Research – Look at each aspect of the trip to see how it truly went wrong.  Many times the first impression of the error isn’t the full story.  In each of our operations there are double and triple checks to ensure issues don’t arise.  In most instances there are several mistakes needed to cause a passenger service incident.

Solution – Your passenger doesn’t want an excuse.  They want to know how the incident happened and, more importantly, how you are going to prevent it from happening in the future.  This is even more important when working with decision makers for large clients.

Hope this helps everyone.

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Dale Schahczinski
Goal driven team leader, with industry experience spanning all aspects of operations and administration.