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kellwolf · September 8th, 2004, 14:16

[ QUOTE ]
Also, how realistic is it to expect a better customer experience if there are fewer gate agents, CSAa, and the like to provide it? This part sounds like wishful thinking.

[/ QUOTE ]

I agree with flyover on this one, it's not very realistic. They've already sacked most of their CSA/rampers/customer contact positions. While an automated kiosk will get you there faster, there are some VERY computer illiterate people in airports today. What happens if something goes wrong, and they accidentally print out a ticket to San Fran when they want to go to CLE? On the flip side, take out the customer contact, and you don't have angry letters for BAD customer service since there was none to begin with.

The best thing they can do is train the CSAs they have the best ways they can as far as helping customers and hope that it sticks. Unfortunately, most of the customer contact people they have are long time DAL employees that have seen their company getting flushed down the tubes. The question is how hard are they willing to work for their current management before they start looking for jobs elsewhere?

September 8th, 2004, 14:16	#13
kellwolf Old Skool Join Date: Jun 2003 Location: Memphis, TN Posts: 13,667	Re: DELTA CUTS JOBS [ QUOTE ] Also, how realistic is it to expect a better customer experience if there are fewer gate agents, CSAa, and the like to provide it? This part sounds like wishful thinking. [/ QUOTE ] I agree with flyover on this one, it's not very realistic. They've already sacked most of their CSA/rampers/customer contact positions. While an automated kiosk will get you there faster, there are some VERY computer illiterate people in airports today. What happens if something goes wrong, and they accidentally print out a ticket to San Fran when they want to go to CLE? On the flip side, take out the customer contact, and you don't have angry letters for BAD customer service since there was none to begin with. The best thing they can do is train the CSAs they have the best ways they can as far as helping customers and hope that it sticks. Unfortunately, most of the customer contact people they have are long time DAL employees that have seen their company getting flushed down the tubes. The question is how hard are they willing to work for their current management before they start looking for jobs elsewhere?