jetcareers - View Single Post - Airline

kellwolf · August 31st, 2004, 17:08

[ QUOTE ]
Agree with the points about society in general. But I find that this bleeds over into customer service. When you take a customer service job you are taking primary responsibility for your customer's satisfaction. How many customer service people do you run into who do that? It's so rare it is really starting to drive me a little nuts.

[/ QUOTE ]

Another example of "take what you can get." I'd say a good chunk of the people in customer service positions are not there because they like the job, they're there because it's all they could get or because of the money.

[ QUOTE ]
I mean I rarely have a day go by that I don't get to listen into the personal phone conversation of someone who supposedly is "helping me". A problem is as likely to get a dull stare as helpful action.

[/ QUOTE ]

This is my major pet peeve. Can't tell you how many cel phones I locked up as a lead at Sea World. If I saw you with your cel phone out while you were supposed to be working, I took it and locked it in MY locker. You got it back when your shift was over.

[ QUOTE ]
So in the case of a delayed flight it is the customer service reps job and responsiblity to communicate with the customers and make sure they know their options and what they can do and what the airline can do. It's not their job to sit there with their t****s up their a*s while the savvy frequent fliers figure out how to end run the whole situation.

[/ QUOTE ]

Yes, it is the CSA's job. However, they also have about 50-100 other people they need to help that probably have no IDEA what is going on. A frequent flier can help themselves AND the CSA by making a phone call or at least trying to handle it themselves. Shoving to the front screaming "I'm a Rapid Rewards member, help me FIRST!" doesn't cut it. One thing the airline should do is get some help out there (if it's available) ASAP when they know the flight is going to be cancelled.

August 31st, 2004, 17:08	#56
kellwolf Old Skool Join Date: Jun 2003 Location: Memphis, TN Posts: 14,259	Re: Airline - Quality service and ticket prices [ QUOTE ] Agree with the points about society in general. But I find that this bleeds over into customer service. When you take a customer service job you are taking primary responsibility for your customer's satisfaction. How many customer service people do you run into who do that? It's so rare it is really starting to drive me a little nuts. [/ QUOTE ] Another example of "take what you can get." I'd say a good chunk of the people in customer service positions are not there because they like the job, they're there because it's all they could get or because of the money. [ QUOTE ] I mean I rarely have a day go by that I don't get to listen into the personal phone conversation of someone who supposedly is "helping me". A problem is as likely to get a dull stare as helpful action. [/ QUOTE ] This is my major pet peeve. Can't tell you how many cel phones I locked up as a lead at Sea World. If I saw you with your cel phone out while you were supposed to be working, I took it and locked it in MY locker. You got it back when your shift was over. [ QUOTE ] So in the case of a delayed flight it is the customer service reps job and responsiblity to communicate with the customers and make sure they know their options and what they can do and what the airline can do. It's not their job to sit there with their t***s up their as while the savvy frequent fliers figure out how to end run the whole situation. [/ QUOTE ] Yes, it is the CSA's job. However, they also have about 50-100 other people they need to help that probably have no IDEA what is going on. A frequent flier can help themselves AND the CSA by making a phone call or at least trying to handle it themselves. Shoving to the front screaming "I'm a Rapid Rewards member, help me FIRST!" doesn't cut it. One thing the airline should do is get some help out there (if it's available) ASAP when they know the flight is going to be cancelled.