The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
Bankruptcy = Better Service
Tuesday - January 17, 2006 04:07 PM in
An article in today's New York Times suggests that bankrupt airlines have suddenly started providing better customer service.
The airlines, of course, blandly claim that they've always had a "customer-centric" focus, though frequent fliers understand this to mean something more like "cattle-centric." The Times reporter suspects that, freed from other obligations, the bankrupt airlines have the ability to focus more of their attention on improving service.
But personally, I like the explanation from Enplaned, a weblog which tracks the airline industry. They suggest that bankruptcy has made the senior line personnel (pilots and flight attendants) realize that despite their strong unions and seniority they could actually lose their jobs if the bankrupt airline doesn't survive. So they are suddenly motivated (for the first time in years) to actually make the cattle, er, customers feel welcome. "Nothing like the prospect of the noose to concentrate the mind."
Posted by Peter Leppik
But personally, I like the explanation from Enplaned, a weblog which tracks the airline industry. They suggest that bankruptcy has made the senior line personnel (pilots and flight attendants) realize that despite their strong unions and seniority they could actually lose their jobs if the bankrupt airline doesn't survive. So they are suddenly motivated (for the first time in years) to actually make the cattle, er, customers feel welcome. "Nothing like the prospect of the noose to concentrate the mind."
Posted by Peter Leppik
Posted at 04:07 PM by | | | |