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Vice President, Global Service Delivery
Sr. Director of Product Marketing, Consumer Solutions
Do Your Staff Have To Break The Rules To Provide Great Service?
Last night I called a major airline to reschedule my flight next week. I was immediately told of the charges to change the ticket, which I understood and accepted. However to fly earlier would have resulted in a huge increase in fares so I asked what would happen if I just used the return portion of my ticket and flew with another carrier on the outward trip. I was told that it would be down to the check in agent on my return flight to either accept my return ticket or they could refuse boarding as I had effectively not use the outbound portion - I would then have to pay full fare for a single return ticket. I explained that this sounds vague and I need to know in advance of any costs etc. but the agent just repeated herself. I asked her to tell me what they could do to help rather than the standard response. Eventually she told me what she could to – she would “break the rules” and that I should not mention this to anyone else otherwise she could get into trouble – whilst I really appreciated her help and expressed my thanks, I felt that company should be doing everything in its power to help customers by eliminating “rules” that could lose them business. Ask your agents what “rules” stop them delivering the service customers ask for and ensure they are changed.