I am always looking for examples of exceptional customer service. Here is an example from the Library Marketing - Thinking Outside the Book Blog:

“The CBS Early Show aired a segment this morning called The Friendliest Skies. The star of the piece is a United Airline pilot, Captain Denny Flanagan, who takes it upon himself to bring customer service up to a whole new level. Here are the highlights:

Flanagan…

*buys McDonald’s hamburgers for passengers on delayed flights.
*takes pictures of pets stored in cargo to reassure passengers.
*makes sure children flying alone get window seats; calls their parents if there are unexpected delays.
*asks passengers to play in a contest in which they write down their best or worst flying experiences; he later posts them on United bulletin boards so that employees can learn about customers’ experiences. (Contest winners, by the way, get a bottle of fine wine).
*writes personalized thank-you notes on the back of his business card for first-class passengers who are frequent fliers.

Flanagan insists it only takes a minute to provide these little extras that put the “service” back in customer service. Makes one think about what small surprises we can add to our own services to make them exceptional.”