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The crux of the article, for me, is this: "What United and all companies need to do is to train and empower workers to deal with specific issues as they arise,
by marcosscriven 10y ago
The crux of the article, for me, is this:
"What United and all companies need to do is to train and empower workers to deal with specific issues as they arise,” she said. “Don’t just follow whatever is written in your policies."
Unfortunately that's so often the case - one may as well be conversing with a robot in many customer service situations. I can only imagine it's just as frustrating for the disempowered service reps.
- rayiner 10y agoEmpowering local service reps often leads to worse things. The cases where a Muslim passenger or whatever was forced to leave because another passenger complained wasn't written into any policy, it was the result of local crew exercising their discretion.