Bambi
Member
- Sep 17, 2005
- 88
- 0
Ok, we all know we got the lowest DOT complaints in Customer Service! So, how do we resolve that from the ground level up? --Short cut our reservations agents from providing "personal" customer service.
Now we answer phones like Manila: "US AIRWAYS-Suzy"...not US Airways, this is SUzy, how may i help you today?"
Can only look up 2 flights for passengers: "I'm sorry, I can only look up 2 flights for you, if you would like more research, you'll have to refer to the web"
Can only assign "generic seats": "I'm sorry, if you want specific seat assignments, you'll have to go to the web"
No longer asking, "Is there anything else I can help you with?"
No longer advising on baggage, carryon, id, check in times
No longer recapping the itinerary when placed on a 24 hour hold
NO LONGER SERVICING OUR PASSENGERS!!!!!!!
Someone made a comment in a meeting on this that this should be called Manila West...
Once again corporate America only looks at "numbers"...funny thing is...when you follow excellent customer servicr habits..and TRAINING IMPROVES those "numbers" WILL CLIMB...
No need to scratch our heads on this one...it's a fact Jack!
Now we answer phones like Manila: "US AIRWAYS-Suzy"...not US Airways, this is SUzy, how may i help you today?"
Can only look up 2 flights for passengers: "I'm sorry, I can only look up 2 flights for you, if you would like more research, you'll have to refer to the web"
Can only assign "generic seats": "I'm sorry, if you want specific seat assignments, you'll have to go to the web"
No longer asking, "Is there anything else I can help you with?"
No longer advising on baggage, carryon, id, check in times
No longer recapping the itinerary when placed on a 24 hour hold
NO LONGER SERVICING OUR PASSENGERS!!!!!!!
Someone made a comment in a meeting on this that this should be called Manila West...
Once again corporate America only looks at "numbers"...funny thing is...when you follow excellent customer servicr habits..and TRAINING IMPROVES those "numbers" WILL CLIMB...
No need to scratch our heads on this one...it's a fact Jack!