Posts Tagged ‘customer service’
For years there was a terrible trend in corporate America. Automate, eliminate, exacerbate (our customers’ frustration). There are so many instances where having a real person, who thinks real thoughts, and can make real empowered decisions is the difference between a customer for life and just another RMA. For small businesses, this knowledge can be both a blessing and a curse.
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I had contacted Airtran by email, informing them that aside from all of their wonderful extras (pretzels and XM radio) I would never be flying their airline again due to their poor customer service and the amount of money extra they cost me. After all, I stated, I am a frequent flier with more than 50 flights completed per year. They would be loosing out on a lot of revenue in the long run.
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Anyone who has ever seen me interact with a customer service agent knows that I’m generally a polite, soft-spoken, easy to please individual. It honest-to-goodness doesn’t take much to make me smile and thank you (genuinely) for helping me with whatever problem I’m having. AirTran, in this regard, defies logic by providing the worst customer service I have seen during my entire time working with the travel industry.
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