customer service

Tag Archives for customer service.

Marriott’s Twitter Team Can’t Fathom Anyone Complimenting Bonvoy on Social Media

by Gary Leff

outside marriott hotel
Aug 19 2019

Twitter used to be the “go-to” way of getting personalized customer service, and with some brands it still is. Many companies assign super competent agents to deal with twitter, and empower them to cut through bureaucracy to solve problems.

Not all do however. And some just follow the ‘first rule of social media’ which is to try to get customers to stop blasting the company as quickly as possible. The easiest way to do that is to get the customer to ‘take it to DM’.

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What American Airlines Considers Great Customer Service

by Gary Leff

concessions
Jul 04 2019

I’ve written about how badly American’s operation is performing this summer so it’s only fair to note that while they’re still suffering, the fifth week of the summer schedule was slightly improved.

American Airlines didn’t meet their (very modest) operational goals, but they hit higher marks than in weeks three or four. In sharing this news with employees American recognized an Airport Customer Service instructor for “going the extra mile for our customers this peak travel season” during irregular operations.

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What’s the Real Policy for Tipping Airline Customer Service Employees?

by Gary Leff

hand holding hundreds of dollars in cash
Apr 06 2019

In January there was much buzz about the Frontier Airlines policy of supplementing flight attendant wages with customer tips.

Most airlines don’t permit flight attendants to accept tips, and they have mixed feelings on the subject — some simply want more money (although tipping may ultimately mean lower salaries), while others worry the emphasis would then shift from safety to service. But what about other agents you encounter at the airport?

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