Here are the conversations I have had with the customer service representatives at a major airline while trying to change a cross-country flight reservation to return one day later:
First conversation:
(After long hold time)
Me: I have a reservation with you and would like to return on April 22 instead of April 21. (I'm put on hold while CSR in India searches for flights).
CSR in India: No problem, we have seats available on several flights that day.
Me: Really? When I first made the reservation yesterday, I was told there were no seats available on April 22. I'd be surprised if there were suddenly so many seats available that day.
CSR: Oh, April 22? I was checking March 22.
Click. (The sound of me hanging up).
Second conversation:
(After long hold time)
Me: I have a reservation with you and would like to return on April 22 instead of April 21. (I'm put on hold while CSR in ?? searches for flights).
CSR: I am tranferring you now to the reissue desk.
Me: What? I don't have anything to reissue. I told you, I have a reservation, not a ticket.
Click. (Me hanging up again).
Third conversation:
(After long hold time)
Me: I have a blah blah blah. (I'm put on hold while CSR in India yada yada yada).
CSR: We have a first class seat available. That's what you have now, right?
Me: Yes.
CSR: But wait .... We don't have Class A, B or F available.
Me: I don't know what that means. Do you have a first class seat available on the other flight or not?
CSR: I'm sorry ... It's my first week on the job.
Click.
Next step -- I send an email to the airline's customer service department, complaining about the incompetence of their reservation agents. A short while later, I receive this reply:
"We have several vendor partnerships which enable us to become more efficient and as a result, strengthen our long-term viability. These partnerships help us
effectively handle the millions of calls received each year. Our partners receive the same training and are equipped with the same tools as [airline name] representatives. In addition, we require supplier personnel to attend ongoing accent neutralization and cultural awareness classes to minimize barriers and provide you with the excellent service you deserve. Your comments are appreciated and will be forwarded to the department responsible for our partner relationships."
My reply:
"It seems that, in 2 out of 3 cases, your CSR did a poor job of listening to me. This doesn't seem to increase "efficiency," I'm sure you would agree. Perhaps instead of cultural awareness and accent neutrality, your CSRs should be trained in more basic skills, such as listening to what the customer is saying."
So the CSRs from other countries are being trained to say "like," "okay" and "dude," and to ask about the Red Sox and the Redskins and the Red Wings, instead of learning the fundamentals of customer service. I for one do not plan to bet on the airline's "long term viability" by buying its stock, or, in the future, its tickets.
Read more!