jetcareers - View Single Post

flyover · September 2nd, 2004, 11:55

I agree. I believe very strongly that there are only two major areas that airlines need to correct to get their customer service back on track.

1) Overhaul their communication to the customer. This is necessary on all levels, but most importantly at the customer contact level. There are skills that the even the most lowly trained service rep can learn that will vastly improve how they interact with customers. For employees those that refuse to go along, out the door.

2) Decide for the long term what your product is and start delivering it consistently. This really gets back to number 1 as it goes to communication. What is it you are selling? My years in the industry have come since deregulation. I have watched the majors go througn dizzying changes in service levels, marketing, pricing, etc. etc. Because of that there are only a few brand names in the industry that really mean anything. The top two are SWA and JetBlue. For their customers there is absolutely no confusion about their product.

I think the majors have so completely botched this that they will have no choice but to re-brand. Make a clean break and start over again. It's not going to be easy.

September 2nd, 2004, 11:55	#63
flyover Old Skool Join Date: Mar 2004 Location: Georgia Posts: 3,389	Re: Major Airlines Will Fail I agree. I believe very strongly that there are only two major areas that airlines need to correct to get their customer service back on track. 1) Overhaul their communication to the customer. This is necessary on all levels, but most importantly at the customer contact level. There are skills that the even the most lowly trained service rep can learn that will vastly improve how they interact with customers. For employees those that refuse to go along, out the door. 2) Decide for the long term what your product is and start delivering it consistently. This really gets back to number 1 as it goes to communication. What is it you are selling? My years in the industry have come since deregulation. I have watched the majors go througn dizzying changes in service levels, marketing, pricing, etc. etc. Because of that there are only a few brand names in the industry that really mean anything. The top two are SWA and JetBlue. For their customers there is absolutely no confusion about their product. I think the majors have so completely botched this that they will have no choice but to re-brand. Make a clean break and start over again. It's not going to be easy.