Customer Service -- Not
Is it just my perception or am I really hearing more outrage about airlines' customer service, or lack thereof?
I'm also wondering if the trend toward locating call centers in India has anything to do with what appears to be ever growing frustration with reaching someone who can help when trouble arises. I heard an interesting story from a reader last week who needs paper tickets, due to an airline requirement for a particular situation, and she's been repeatedly calling since January to get the tickets. It seems, she said, as if they're reading from a script. Sometimes their answers don't even fit the question, she said. She also says that those answering the phones are not really named Tom and Jane or whatever, but are assigned pseudonyms. Think the airlines are trying to disguise the fact that the customer services reps are a world away?
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Posted by: joe | March 12, 2007 2:43 PM
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