Southwest’s tragic cancellations have been ruling the airwaves all of last week. 

However, many other airlines had issues with delayed baggage. 

We flew to NYC for a week from Christmas to New Year and two of our bags didn’t make it on the flight with us. 

We flew American Airlines and so I went to the counter to file a complaint.

A few people at the front of the line were really irritated (and understandably so).

They were shouting and yelling at the associate behind the counter. 

He was very calm throughout, not responding to their taunts, and addressing each person’s concern effectively.

He wasn’t a typical customer service executive that solves simple problems. 

He seemed to be a specialist, or at least, very experienced in handling agitated customers and protecting the brand when in distress.

Most customer service personnel aim to solve the issue. Very few are equipped to satisfy the customer. 

Most customers aren’t easily satisfied or comforted, even if the issue is getting solved. 

That’s where hiring specialist customer service personnel can make all the difference.