Name: The Secret to GREAT Customer Service | Simon Sinek
Uploaded: 2025-06-09T21:01:30.000Z
Duration: 1 min 50 s
Description: Thousands of YouTube videos with English-Chinese subtitles! Now you can learn to understand native speakers, expand your vocabulary, and improve your pronunciation...

Past simple

Customers talk about they have great service or bad service if they got what they wanted or didn't get what they want, right?

Future simple

Let's say I'm on a business trip and my work is done early and I want to go home to my family.

I check the website, I see that there are there's flights available on the earlier flights, let's call it a day early.

And so I call the airline and I say, "Hey, I'm done early, I'd really love to get home to my family,

I see that you've got availability in the earlier flight, can I get on that flight?"

And the agent says, "I'm sorry, you have the wrong class of ticket. I can't change your flight."

"I'm happy to pay a fee, I'm happy to pay whatever it is, please can I get on that flight?"

"I'm sorry, sir, I told you you have the wrong class of... you have the wrong class. I can't book you. You have the wrong status flight.

There's nothing I can do, the computer won't let me do it. Okay?"

"Hi, I'm done early, love to go home. I see you have availability, can I get on that flight?"

"Sir, I want to get you home to your family.

Here's the problem. Your ticket is [in] the wrong class and so the computer won't let me, but let me see what I can do.

I really want to get you home to your family."

(Click, click, click, click, click, click, click, click) That didn't work.

(Click, click, click, click.) That didn't work.

"Sir, let me talk to my supervisor. I'm determined to get you home to your family."

"Sir, I talked to my supervisor. We've tried like six different things, there's nothing I can do. I am so, so sorry. I just cannot get you on that earlier flight."

I now love that airline even though I didn't get what I want.

And that's what it feels like when someone cares.

It doesn't mean we always get what we want,

but what we get is somebody who understands and cares about what we're trying to accomplish.

Subtitles ListPlay Video

The Secret to GREAT Customer Service | Simon Sinek

scenario

determine

consider

accomplish