fit,as itblendsherpersonalpassionwith
herprofessional career.
“Yearsagosomebodyaskedmewhat
I didwrong to get a job like this,”she
says.“I told them this iswhat Iwant to
do,becauseIget tohelppeopleandget
paid for it.”
Providing great customer service
is a cornerstone of United’s mission
as a company. It’s how the company
leaves a lasting impression and builds
toward the “flyer-friendly”promise it
hasmade tocustomers.Unitedhas four
foundational service principles—be
predictable,be thesolution,begracious
and be the brand—that guide every-
thing the companydoes.Theseare the
basicsofdeliveringafriendlyexperience
for customers and co-workers.
Self-King’senthusiasmandgenuine
interest in delivering flyer-friendly
service to every customer she assists is
apparent on a daily basis, according to
her supervisor,CustomerCareAssis-
tantManagerSandyFranzen.
“Tracy isakindandcaring individual
whoworks to resolve customers’ con-
cerns as if they were her own family
members’,” Franzen says. “She not
only is appreciated by our customers,
but the other members of the team
appreciateand respecther,too.Tracy is
known forworking longhoursuntil she
resolves concerns to the satisfactionof
the customer.”
One of the things that helps Self-
Kingprovidesuchremarkableservice is
herproductiveapproach tocomplaints.
“Iseecomplaintsasopportunities,”she
says.“Theygiveusan ideaofhowwecan
fixthingsforthenextperson.Ifcustom-
ers don’t complain,howwill we know
to fix something that’s wrong?We’re
all invested inmaking thecompany the
greatest it canbe,andwecan’tdo that if
wedon’t viewproblems andcomplaints
asopportunities for improvement.”
So, if you’re ever assisted by Self-
King, just remember two things:
Complaints are welcome, and thank
yous arediscouraged.
“You don’t have to thankme,” she
says. “I’m grateful to be part of such a
greatteam,andthis isthe jobI’mpaidto
do.Igetmy satisfaction from that.The
factthatthesecustomerscontinuetofly
withUnited isabigenoughthankyou.”
E
vertheselfless individual,TracySelf-
King just isn’tbigonbeing thanked
forherwork.
Exhibit A: When a customer
recentlycontactedUnitedafterexperi-
encingproblems related towheelchair
access for her husband, Self-King
beganawritten response,but then she
made the interactionmorepersonalby
calling the customer at home so they
could speakdirectly.
“Sometimeswe’ll pickup thephone
socustomerscanhearanapology inour
voices,”Self-King says. “I like to offer
that personal touch.”
As the customer wrote, “From the
moment our conversationbegan,Tracy
listenedattentivelyandrespondedcom-
passionately tooursituation.Tracy took
time to clarify everything that occurred
prior to, during and after our flight
experiences.She carefully outlined the
steps she would follow, including an
investigation and a letter of explana-
tion sent tousas soonaspossible.Most
importantly,sherecognizedourfeelings.”
Thecustomerwasso impressedwith
Self-King that she—much to Self-
King’s chagrin—insisted on speaking
toher supervisor andeven followedup
with a letter citingSelf-King’s profes-
sionalism,compassionanddiligence.
Self-Kinghas beenwithUnited for
22years andhasworkedas acorporate
customer disability specialist for the
last three.According toher, it’s “inher
nature”to lendothers a hand.“Wher-
ever I am,I’mone to step in andhelp,”
shesays.ThismakesSelf-King’swork in
thecustomer service industryanatural
voices
NoThanksNecessary
Customer CareDisabilitySpecialist TracySelf-King
findsher passion in the chances shegets toexemplify
oneofUnited’s serviceprinciples: be the solution
BYRYANHOOD
14
OCTOBER2015
•
HEMISPHERESMAGAZINE.COM
