It is a big mistake for the customer service representatives, who handled the case of the damaged guitar, to think that they have the final word for the cases which might affect the image of United Airlines. They were supposed to refer the case to the Public Relations Department before it is too late.
Unfortunately, airlines nowadays tend to hire untrained persons to handle the phone calls, enquires, and complaints of the passengers. Ms. Irlweg exacerbated the situation by ignoring the possibility of harming the image of United Airlines. Unknowingly, she did not think of Dave’s options. By keeping himself calm (but active) for about nine months, he deserves the current free-of-charge publicity.
The story imposes a new practice whereby the Public Relations Department should have the upper hand for all complicated issues handled by customer service representatives.
Published at http://www.planebuzz.com/
Unfortunately, airlines nowadays tend to hire untrained persons to handle the phone calls, enquires, and complaints of the passengers. Ms. Irlweg exacerbated the situation by ignoring the possibility of harming the image of United Airlines. Unknowingly, she did not think of Dave’s options. By keeping himself calm (but active) for about nine months, he deserves the current free-of-charge publicity.
The story imposes a new practice whereby the Public Relations Department should have the upper hand for all complicated issues handled by customer service representatives.
Published at http://www.planebuzz.com/
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