Once upon a time... in days gone by... there were friendly smiles and an over abundance of people wanting and willing to help you. Regardless of how big, small, significant or insignificant your needs, it was a time when people truly enjoyed their jobs and you could see it. They showed it in their actions and their willingness to help you.
Quite frankly... I am not so sure that people even understand what the term customer service means anymore. Is it really something of yesterdays? What is your definition? Are you wondering what has me on this tangent ... well... it was a recent trip that I took....actually its the last several that have me so worked up and flustered.
The customer service that I am talking specifically about is that of the airlines. DELTA, in particular. Recently, when I was traveling I began to ponder about my own definition thinking maybe... just maybe that what I thought customer service was... is no longer. I mean, it seems that these days... people are more interested in trying their best NOT to help you rather than help you. I am not sure about other airlines, because every major city has an airline that is the hub... and for Memphis, its... DELTA. Well, it used to be Northwest... but then the Delta merger happened... and now it's Delta and honestly, things haven't been the same. I was a big fan of Northwest. Delta... not so much. I've tried to convert.... tried to give them the benefit of the doubt... but, honestly, they need to take a look at some of their agents and some of their flight attendants.
I understand that both agents and flight attendants have stressful jobs. I can imagine dealing with passengers day in and day out... takes its toll. But, isn't that their jobs? Last week and the previous trip before, when traveling, several people asked the agent at the gate questions... and to my surprise, the agents were rude and when the passengers walked off... they were seen "mocking" them. I was standing in line myself and witnessed this... first hand. These questions ranged from passengers who had been delayed or had a bad morning of travel, missed connections....to simple questions about upgrades, available seats... to helping assist an elderly person. What's even more aggravating is that I did not hear any of the passengers being anything other but friendly and cordial when asking their questions.
And I am sure that a lot of the questions irritated the agent because usually, Delta has monitors that let passengers know if they have been upgraded or cleared on the standby list, but this gate did not have the monitors, so passengers were having to go up and ask the agents.
One gentlemen, who was a medallion member (that's their frequent flyer members) walked up and asked if they had announced whether first class had check in full? He had apparently just gotten to the gate and had not heard the announcement. The agent rolled her eyes... and said..."Are you diamond or platinum?" The gentleman responded "No, ma'm, I am gold". She said, "Well... I haven't even gotten to all the diamond and platinums so what do you think?" As he walked off with a puzzled look.... she turned to the agent beside her and made fun of the man for asking. Honestly, where has professionalism gone? And.. why could she not have answered, "No, not completely, we still have a few seats but unless you are a diamond or platinum medallion, it's unlikely, you'll make the upgrade today". I mean... how difficult is that?
During the time that Delta has taken over, I've witnessed agents being ... well, just rude many times and each time ... it aggravates me beyond words. Traveling is stressful enough and in today's environment with the higher prices, new guidelines, TSA frisk downs, body scans and more... the last thing you want is a sarcastic agent or flight attendant who obviously hates their job.
As the man walked off, I was standing in the line behind him to ask a question and he smiled at me and said... you may just not want to know and he gave a little laugh. When I walked up, she didn't say "Can I help you?" or anything like that... she just kept her head down and said "Next"... that really irritated me. I mean... how hard is it to look at someone and smile.... and say..."How can I help you today?".
The flight we were on was running late and I already had a very short connection time, so my question had to do with making the connection and if there were other options in the event I didn't make it. Her answer to my question was a even more "curt" than her previous answer to the man ahead of me. It was obvious that eveyrone in line wanting to ask a question or needing help... well, they were just inconviencing her. She rolled her eyes and when I walked off...AND she did the same "mocking" thing to the agent beside her ... and I just lost it. Instead of turning around and going off on her... I turned back around... and said "Miss"... she looked startled... and I smiled brillantly and said, "I am really sorry you're having such a bad day. Its really not our intention to burden you." Then I walked off to my seat to wait for the flight. She looked baffled... and for me, it was a lesson that my daddy taught me a long time ago... kill'em with kindness.
As I sat down, the man who was in line before me... looked across at me, smiled and said.. "Well done. Flying isn't what it used to be and the agents and flight attendants... definitely aren't". At that moment...I completely agreed. Maybe, the airlines should take measure and know that as passengers, we pay for tickets. We pay for baggage. We pay for the food on the plane unless we are upgraded. Nothing is free anymore. Is it now... that we have to "pay" to ask a question?
Customer Service should be the priority in every organization that serves the public in any way. Its the first and last impression that you have of them. If you don't make it a focus, then you lose sight of who and what is really important and at the end of the day... it's the CUSTOMER. (in case you didn't already know the answer.)
For me... the individuals who really go out of their way... offer a warm smile and truly want to be helpful are far and few these days. But... when I encounter one, I am always going to make sure that I thank them and tell them how much I appreciate them.
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