How United Airlines’ Customer Service System Ruined My DMA07 Conference (and What Catalogers Can Learn from My Experience)
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Paul Miller
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So, if you also farm out your customer service inquiries to an offshore, third-party customer service firm or even a domestic one, I strongly advise you to revisit the system you or your partner firm have set up. Ask the following questions:
1. What are the reps empowered to do and what can’t they do? For instance, if a customer calls complaining that the blender she bought broke and cut her finger, are your reps empowered to do more than simply say “I’m very sorry for your inconvenience” and give her an address to return the blender? That injured customer is going to need someone to give her some compassion quickly.
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Paul Miller
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