Delta Airlines Customer Care Problem at Delta

¶ … 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 the airline authorities need to pay attention and respond to the comments. To curb the already deteriorating image, the airline needs to carry out an extensive overhaul of their systems of operation as regards the customer care representatives.

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 clients by paraphrasing their concerns and summarizing it. This will show the client that you have been listening to them and you are concerned about their plight. The customer care reps should also learn to evaluate and come up with possible solutions to the problems of the clients.

Due to the wide variety in the customer complains and concerns, there may be need to consult, the rep should not keep the customer on hold for very long as they consult. If the holding takes long, the rep should occasionally check on the client online and assure the client that they are still together and his problem is being checked on. The clients should also be requested to be put on hold rather than telling them to hold.

The reporting back to the clients should be felt and should be genuine. The clients will always feel frustrated if they realize their concerns are not taken seriously and not being worked on. The reps should therefore indicate to the clients calling in or at the counter how their problem is going to be handled. If there is need to have another person handle the problem, the reps should ensure the client is aware of the same before transferring them to the next person in.