The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
Aviation Disaster!
Tuesday - February 20, 2007 04:03 PM in
I'm not talking about a plane crash, but the kind of disaster which leaves passengers sitting in a hot plane for ten hours while the toilets overflow and the pilots try to get clearance to go in a snowstorm.
So here's some quick food for thought as I rush out to SpeechTEK West: a common theme in every article about recent passengers stranded by airlines in snowstorms is that they tried to call the airline's customer service desk, and got little or no assistance.
It only makes sense. Customer service is the natural place for a customer to turn for help when things start to head south. But if the call center doesn't have the tools or information to assist (or even inform), then it only makes things worse.
There's lots of blame to go around when hundreds of people get stuck in an airport, and the airlines famously have no control over the main culprits. Simply having a helpful, informed voice on the other end of the phone can go a long way to calm passengers and help them feel taken care of instead of abandoned.
Posted by Peter Leppik
It only makes sense. Customer service is the natural place for a customer to turn for help when things start to head south. But if the call center doesn't have the tools or information to assist (or even inform), then it only makes things worse.
There's lots of blame to go around when hundreds of people get stuck in an airport, and the airlines famously have no control over the main culprits. Simply having a helpful, informed voice on the other end of the phone can go a long way to calm passengers and help them feel taken care of instead of abandoned.
Posted by Peter Leppik
Posted at 04:03 PM by | | | |