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¶ … Delta Airlines
Customer care problem at Delta Airlines
The customer care at the airline has been dotted with lots of complains from the clients over poor phone etiquette, reluctant staff, poor response to complains, lack of attention to the clients and rather spending time socializing with each other at he expense of the comfort of the clients. This has made the company have a negative publicity both online and among the clients through word of mouth (Skytrax, 2012).
The challenges that this paper seeks to address then includes how the airline can identify the weaknesses, how can the airline work on the weaknesses that there are, how can they influence the entire employees body to change the customer relations culture to correspond to the philosophy of the company which is "service from the heart"?
In order to identify the challenges that are encountered, the airline needs to solicit information from the passengers who can volunteer through short questionnaires in the course of their travels. They also need to set up an interactive blog in their website where clients can leave their comments and suggestions, and...
This does not only mean firing the customer care representatives who are careless about the clients, but to ensure the following are implemented among the customer care representatives;
The airline should set hierarchies of authority in the customer care department so that a client, if not satisfied with the service on phone or one on one can find recourse to appeal to. This will give comfort to the customer and also get the problem noticed and worked on differently from the way it could have been handled at the lower level.
The airline must also train their customer care representatives on how to get the full details from callers, note down the complaints without interruption, they should listen keenly and note down the concerns and decipher the content of the client complains.
The customer care reps should indicate to the clients that they were listening and empathize with the…
References
Melvin Richardson, (2012). How to Solve Customer Service Problems. Retrieved June 25, 2012 from http://www.ehow.com/how_6740725_solve-customer-service-problems.html
Skytrax, (2012). Delta Air Lines Passenger Reviews and Delta Air Lines Customer Trip Reports. Retrieved June 25, 2012 from http://www.airlinequality.com/Forum/delta.htm
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