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Would that not depend on what your definition of customer service is? I think the problem with airlines is that they have fallen into this myth that good custom
by underseacables 6y ago
Would that not depend on what your definition of customer service is? I think the problem with airlines is that they have fallen into this myth that good customer service will lead to customers demanding more good customer service, and that’s something they can’t always guarantee. So like Starbucks and burned coffee beans, in order to standardize across the airline, many have opted for the most basic level of customer service.
- Nextgrid 6y agoI think it's misguided to be considering this issue as "customer service". This is about following the law/regulation. Customer service can indeed be variable, and it's up to the company to pick their approach (terrible/no CS and low prices or very good CS and higher prices). When it comes to complying with the law/regulation, if your company is bound by those laws then it should comply just like every other company does. "Following the law" shouldn't depend on how much you pay; the companies expect the customer to follow the law, so the reverse should apply too. The problem seems to be that the current law/regulation isn't up to scratch and allows companies to act in bad faith and get away with it (the author is indeed correct that all of this can be made easier through automation and the airline not doing so should be considered obvious evidence of bad faith).
- otterley 6y agoI think of customer service as going over and above what the law strictly requires. The law sets a floor, not a ceiling.