Audio Podcast: Improving Quality Of Service
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I had to book a flight from the UK to Canada with a major airline. As a member of their frequent flyer programme, I looked at my card to see which number to call. I called the UK reservations number at 6.05 pm only to be told the reservation desk was closed (the opening times were not printed on the card). To make a booking I then had to call the North American number which cost more than a local call. I wondered how many other people have tried after 6 pm and then ended up calling one of their competitors who were open longer hours – a 6 pm closing time for a reservations center is far to early! Taking into account the cost of the ticket, I would have thought that the company could have easily routed my call to an open reservation center no matter where they are in the world rather than take the risk of losing my business. Makes you wonder doesn’t it!
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