How United Airlines’ Customer Service System Ruined My DMA07 Conference (and What Catalogers Can Learn from My Experience)
We’re sorry for your inconvenience, now can I put you on hold for approximately three to five minutes? Thank you.
I could probably tell you, word for word, how a conversation with one of these reps would go, because I’ve almost memorized their script.
United’s Seriously Flawed System
Although the consumer in me would be quick to jump all over the phone reps or their local employer as the cause of this mess, the better-knowing business thinker in me knows the real culprit is United. The way United has reps set up in their jobs — either by itself or through an third-party service firm — they’re unable to carry on like real people. They’re like wind-up dolls. And the idiots at United do the winding up. The reps are empowered to do little more than send text messages, repeat the information they have on you and apologize. It’s the boneheads at United who created this flawed system and who cause frustrated flyers like me to scream at these poor reps when, deep inside, you know they’re doing all they’re empowered to do.
- Companies:
- United Airlines