ijgolding

MARCH 31, 2017

Having flown over 300 times in the last two years alone, I am well versed in the differences between airlines. In fact, one of my most read posts is a review I conducted in 2014, comparing the airlines Emirates and Etihad. If you have been a follower of my writing for some time, you will know that I am no stranger to air travel!

Comparison 120

Comparison Customer Experience Airlines Travel 120

Beyond Philosophy

DECEMBER 11, 2014

Customer-centric companies have their Customer results high up on their team meeting agendas. Organizations that don’t focus on Customers say as much in their language. I once worked with an airline that called their Customer “self-loading freight.” This revealed how they thought of Customers.

Culture 134

Culture Customer Experience Customer Centricity Airlines 134

Experience Investigators by 360Connext

MAY 16, 2023

Southwest Airlines, while still recovering from their holiday-time meltdown, is known for proactively addressing customer concerns. After a flight with a series of delays , customers received a specific message and retribution, all without asking. On This Southwest Airlines Flight, Almost Everything Went Wrong.

Airlines 143

Airlines Feedback Customer Service Representative Contact Center 143

ShepHyken

MARCH 24, 2017

Suddenly, each airline had its own website, with its own esoteric booking system, full of opaque requirements and mandatory fields. Add in the confusing multitude of airline ticket aggregators and obscure credit card rules, and you have a recipe for a headache. Then the internet arrived with its promise of increasing efficiency.

Company 95

Company Customer Experience Airlines Chatbots 95

InMoment XI

NOVEMBER 20, 2023

This valuable insight allows businesses to understand how customers feel about their products or services, enabling them to make data-driven improvements and respond to issues promptly. Example : Airlines use sentiment analysis to assess customer feedback on social media, addressing concerns and improving overall customer satisfaction.

Customer Experience 243

Customer Experience Strategy Chatbots e-support 243

CX Accelerator

APRIL 30, 2018

It’s true, our customers are looking for much more than the product – they want to feel valued and be part of something special, something bigger than themselves. Leaders scratching their heads wondering how they can provide an “experience”, are turning to their Customer Service Representatives (CSRs) and counting on them to make it happen.

Customer Journeys 140

Customer Journeys Call Center Groups Training 140

Comm100

SEPTEMBER 5, 2014

Jet Blue, the airline, has become quite adept at reacting to people’s tweets in a timely manner. What if we knew the customer service representative because of video the company shared? That’s something they can’t get from an automated phone service, which was the old way of answering many customer complaints.

Social Media 113

Social Media Tips Customer Service Customer Service Representative 113

ShepHyken

AUGUST 22, 2022

(Business Insider) This as-told-to essay is based on a conversation with a 47-year-old customer-service representative who works at Southwest Airlines. The airline industry has been plagued with all kinds of problems that are not very passenger friendly. The following has been edited for length and clarity.

Customer Service 14

Customer Service Hospitality Airlines Hotels 14

Service Untitled

SEPTEMBER 16, 2013

Picture a client, who for three hours tried in vain to get an issue resolved at an alleged home security organization, and went from agent to agent until finally customer service representative Michelle left a number for the client to call.

Customer Service 67

Customer Service Customer Service Representative Poor Customer Service Effort Score 67

Service Untitled

JULY 9, 2012

.” The company claims the iPad based system is intended to proactively recreate “the feeling of recognition” a customer often delights in when they walk into their favorite restaurant and the maitre d’ or the owner of the establishment knows their name and greets them personally. Other passengers seem to care less.

Customer Service 53

Customer Service Poor Customer Service Airlines Customer Service Representative 53

ProProfs Chat

AUGUST 19, 2020

Here is a quick recap: Right before an overbooked United Express flight took off on April 9, 2017, airplane staff were recorded manhandling and forcibly removing passengers to make room for airline employees. . Now, it would be wrong to say that such a big airline company did not have a devised structure of customer service policies.

Policies 105

Policies Customer Service How To Guidelines 105

CSM Magazine

MARCH 31, 2022

This reduces the amount of time customers have to spend on the phone or online, and makes it easier for them to get the information they need. Customer portals are available for a variety of businesses, including airlines, banks, hotels, and car rental companies. Offer Customer Self-Service Options.

Self Service 52

Self Service Tips Customer Service Representative How To 52

Service Untitled

MAY 7, 2012

That positive customer service experience can differentiate a company’s brand; the way a problem is resolved can make a huge impact on the customer and all of the people he tells about his experience. What has your business done recently to engage your personnel to help them deliver the best customer service ever?

How To 60

How To Airlines Customer Service Representative Advertising 60

Service Untitled

SEPTEMBER 8, 2011

Billie Joe Armstrong used Twitter to make a lot of noise over the Internet about his latest experience on Southwest Airlines when he was recently kicked off because his pants were too low. BJA official (Twitter). Billie Joe Armstrong. Just got kicked off a southwest flight because my pants sagged too low! What the (expletive)!

Airlines 44

Airlines Entertainment Customer Service Representative Travel 44

West Monroe

JULY 6, 2022

For example: Utilities can use traditional media in the form of a mailed postcard to notify a customer about a new program to send text messages when a service disruption (e.g., outage or main break) has been detected in their area, or perhaps a customer service representative discusses this onsite at the utility’s office.

Customer Experience 98

Customer Experience Touchpoint Customers Fashion 98

Service Untitled

APRIL 8, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Help customer focus with the right attitude Cheryl April 08, 2010 Behind the Scenes , Employees , Hiring & Training 1 Comment There are a number of factors that significantly affect how well a customer service representative is able to identify and help customers.

Customer Focused 41

Customer Focused Customer Service Representative Policies Training 41

transcosmos Information Systems

JULY 24, 2016

Using outdated systems gives customers an idea that they aren’t putting consumer needs ahead. Aviation/Airlines. High airfares, poor customer service. When people decide on an airline, they expect to get what they pay for—considering the whopping amounts of airfares nowadays. Failure to access customer data .

Industry 48

Industry Customer Service Telecommunications e-support 48

CSM Magazine

SEPTEMBER 4, 2017

Many years ago I was tasked with building the customer support department for an emerging ISP start-up. The company had an office location in every market staffed with a customer service representative. Imagine a scenario where your agents are handling customer service calls for an airline when a customer calls in.

Case Study 79

Case Study Call Center Customers Airlines 79

CSM Magazine

JANUARY 27, 2025

Empowering Teams with Decision-Making Authority When customer service representatives are tied to rigid scripts or drawn-out approval processes, situations can spiral quickly. Customers become frustrated, and your team feels powerless. You might be wonderinghow often should training happen? Simpleloyalty programs.

Customer Service 52

Customer Service Multi-Channel Chatbots Social Media 52

Thematic

JANUARY 21, 2020

There are plenty of NLP APIs out there for keyword and entity extraction , but when it comes to customer feedback can they actually deliver meaningful analysis out of the box? . The answer is no. Only a small proportion is actually tagged: 32% in the best case.

Analysis 105

Analysis Feedback How To Roadmap 105

SurveySensum

AUGUST 24, 2023

According to the Harvard Business Review article, Kick-Ass Customer Service , 81% of customers stated that they intend to take care of matters by themselves before reaching out to a customer service representative.

Self Service 52

Self Service Brands Effort Score Airlines 52

Service Untitled

NOVEMBER 8, 2010

Assuming there are no waiting lines, would you opt to use a self-service kiosk at the airport to check-in or would you prefer to interact with an airline agent? Personally, I think it validates even more the need for exceptional training of only the best customer service representatives a company can afford.

Self Service 42

Self Service Customer Service Hospitality Banking 42

Service Untitled

APRIL 6, 2010

If customer service telephone personnel have been taught just to deliver identical conversations and not have the ability to capitalize on their own personal styles, chances are the needs of the consumer are not being addressed. Never get angry with a customer. Yes, they were pleasant, but no, they did not help me.

Customer Service 41

Customer Service Customer Service Representative Airlines Exercises 41

Service Untitled

JANUARY 18, 2012

When a customer service agent isn’t getting the results you want, ask for a supervisor, and if that still doesn’t solve your problem, it’s time to head over to the executive offices of that particular organization. A favorite place to look for the names of executive customer service representatives is Consumerist.com.

Customer Service 48

Customer Service Airlines Customer Service Representative Customers 48

Customer Enthusiast

JULY 8, 2016

A colleague recently asked for my opinion regarding the skills that customer service representatives (CSRs) need the most help with. Two weeks ago, I called United Airlines to change a flight itinerary. Listening: Too many CSRs fail to adequately listen.

Training 53

Training Airlines Customer Service Representative Policies 53

Service Untitled

JUNE 14, 2010

We also need to develop levels of trust for our customer service representatives. Isn’t it up to team leaders and managers to supply the platforms that the customer service representatives can use as models, but still think independently for exemplary customer service?

Customer Service 41

Customer Service Customer Service Representative Culture Airlines 41

Talkdesk

NOVEMBER 18, 2016

IVR also saves money for a company because it reduces the phone time needed from customer service agents by providing them with some basic information before they enter the call or removing them entirely from the process entirely. Some callers would rather quickly speak to an agent and bypass the IVR options.

Airlines 40

Airlines Customer Service Representative System Software 40

Service Untitled

NOVEMBER 16, 2010

and brought up some interesting points about customer service and the lack thereof. He reiterated the Steven Slater 15 minutes of fame as the airline attendant slid away down the emergency chute after telling off a rude passenger. In September, The New Yorker writer James Surowiecki posted “Are You Being Served?&#

Customer Service 43

Customer Service Self Service Poor Customer Service Airlines 43

Tricia Morris

JUNE 26, 2015

Said Branson on the importance of customer service to where he is today: “Look, I think that when we started Virgin Atlantic 30 years ago, we had one 747 competing with the airlines that had an average of 300 planes each. Every single one of those have gone bankrupt because they didn’t have customer service.

Customer Service 40

Customer Service Net Promoter Score Poor Customer Service Customer Service Representative 40

SurveySparrow

JUNE 20, 2023

Customer service experience refers to the overall perception and feelings a customer has when interacting with a company’s customer service department. It encompasses the quality of assistance, the efficiency of problem-solving, and the courtesy and professionalism of customer service representatives.

Examples 52

Examples Customer Service Customer Experience Exceptional Customer Service 52

Talkdesk

AUGUST 23, 2016

Recently, two large airline carriers experienced major system outages that resulted in the delay or cancellation of thousands of flights. With millions of stranded travelers seeking resolutions, each company’s customer service line wait times surged, resulting in even greater customer frustration.

System 40

System Abandon Rate Call Center Wait Times 40

ProProfs Chat

FEBRUARY 13, 2020

Customers won’t think twice when switching from one loyalty program to another. 77% of consumers participate in a retail loyalty program, 46% have joined a hotel program, and 40% are part of an airline program–up from 72%, 36%, and 31% over the last year, respectively. Customer Engagement & Loyalty Stats.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

CSM Magazine

APRIL 5, 2019

Let’s take one simple example – the video posted on YouTube by a Canadian singer whose $3,000 guitar was damaged by United Airlines. The whole world knows that the airline was totally indifferent to the customer’s loss. The clip has been viewed, 1,322,582 times at the last count.

Airlines 40

Airlines Government Financial Trends 40

Comm100

AUGUST 23, 2018

airline to offer customer service through video chat. As part of this innovative push towards better service, Delta installed five interactive digital screens with individual receivers at the Ronald Reagan Washington National Airport. Delta customers can initiate a live video chat with one touch. Delta and Wynn.

Exceptional Customer Service 104

Exceptional Customer Service Customer Service Chatbots Hotels 104

LiveChat

OCTOBER 19, 2018

The entire process is easy-breezy, user identification is automated and the rules are clear – what else could your customers need ? To help you start, I’ve compiled some useful tips for your next Twitter customer service strategy. Btw: Luxury airlines take social care seriously. See how they do it.

Tips 35

Tips Social Media Customer Service Multi-Channel 35

LiveChat

FEBRUARY 15, 2019

Make sure your handbook is available on your internal Customer Service platform and is easily searchable for specific queries on the fly. If it suits your industry, consider having the option of sending a customer service representative to your customer’s doorstep to fix technical issues on site a la Best Buy and their GeekSquad.

Customer Service 34

Customer Service Handbook Customer Service Representative Chatbots 34

LiveChat

AUGUST 3, 2018

They know me right when I call – they already have my phone number to identify me with, the customer service representatives greet me with my name right away and the problem gets tackled in a jiff, all thanks to the magic of information. My favorite companies are ones that spare me the rigmarole entirely.

Customer Focused 28

Customer Focused Company Multi-Channel Airlines 28