I recently experienced a frustrating interaction with a Customer Service department that was rendered ineffective because it depended on feedback from staff it could not control. My luggage was lost somewhere during a 2 connection flight on 2 different airlines. The worldwide tracking tool was supposed to provide me and the customer service department regular updates on the status of my delayed bag. While the bag did finally show up (damaged) the tracking tool was not updated as it should have been leading to severe anxiety on my part (the customer) and multiple calls to a customer service organization (unproductive use of the call center). There are important lessons to be learned from this failed process.

It is a well know fact that customer satisfaction can have significant impact on the business bottom line. So when we hear that a company goes bankrupt, we, as customer satisfaction professionals, should check how the company was perceived in the marketplace. According to a report, published in October, 2011, by Amplicate on US airlines, American Airlines was Americas most hated airline on social media for the previous 12 months.

Hide me
Sign up below to receive a Free Report (Retail Value $150.00)
Name: Email:
Show me