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Catherine Aygen
Consultante Formatrice & Coach en Prise de Parole en Anglais | Dirigeante d’A Star Formation (Qualiopi) | Top 3 européen de discours improvisé | Appli IA d’analyse de discours
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January 27, 2023
Saviez-vous que la #France n'a pas une bonne réputation en matière de service client ? 😅 Surtout selon vos amis anglo-saxons, où "the customer is king" et "the customer is always right." Oui, j'ai eu des expériences de service client épouvantables  (comme lorsque SFR m'a dit que mon nouveau téléphone n'était pas arrivé dans leur magasin parce que il a été volé, soit par un de leurs employés, soit par moi-même 😳) mais j'ai aussi vécu des expériences formidables. Comme ce matin... rendez-vous au labo, à jeun (ça veut dire même pas de #morningcoffee 😰), et une fois que l'infirmière a fait la prise de sang, elle m'a demandé: "Vous voulez prendre un café ? Court ou long ? Avec du sucre ?" Et je me suis assise sur le canapé dans le labo pour boire mon café 😊 Merci à Cerballiance Grasse pour cette petite touche qui fait une grande expérience client. Quelles sont vos meilleures expériences de services clients ?
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January 27, 2023
Last week I had one of the scariest experiences of my life. I was flying back from Amsterdam to Nice after the Toastmasters international conference. Everything was as usual, until the pilot announced, “We’re going back to Amsterdam.” Everyone in the plane groaned. But then he added, “There’s an electrical fault which has affected the brakes and we don’t know if the back up braking system has been affected or not. We need to go back to Amsterdam to land on the longest runway possible. The crew will now prepare you for an emergency landing in 30 minutes.” The worst thing was that I could hear in the pilot’s voice that he was stressed. I looked at the crew’s faces and although they were calm, their faces showed that they were scared. The next 30 minutes were spent practising the brace position, removing all jewellery, glasses, tightening our seatbelts, learning how to open the emergency doors. We were told to study the safety card, which everyone did more intently than ever before! And like most of the other people on the plane, I was quietly worrying that we’d crash at the end of the runway and perhaps this was how I was going to die. We landed in brace position, with the crew shouting “brace for landing”. Luckily the emergency brakes worked 😅 If you’re expecting me to tell you that I have now changed my life for the better and I’m giving everything up to become a life coach… …I’m not 😆 I did say to myself, “Only trains from now on”, but I still had to get home and that involved two flights the next day. What I did realise was sometimes you have to give up control and put yourself in the hands of people who are trained for this. Also that after we landed, all the passengers were talking to each other, everyone was friendly and helpful. And when I saw some of my fellow passengers the next day, it’s like we were friends, bonded by this experience. And that made me think, why can’t we always create these human connections, even when we’re not in such an emotionally charged situation? So that is my resolution from this experience: make more human connections with everyone around me. (Photo taken from my flight home the next day: I’ve never been so happy to see the Îles Lerins 😁)
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May 19, 2025