ShepHyken

MARCH 24, 2017

Suddenly, each airline had its own website, with its own esoteric booking system, full of opaque requirements and mandatory fields. Add in the confusing multitude of airline ticket aggregators and obscure credit card rules, and you have a recipe for a headache. Then the internet arrived with its promise of increasing efficiency.

Blog 95

Blog Customer Experience Airlines Books 95

Tricia Morris

JUNE 26, 2015

Said Branson on the importance of customer service to where he is today: “Look, I think that when we started Virgin Atlantic 30 years ago, we had one 747 competing with the airlines that had an average of 300 planes each. Every single one of those have gone bankrupt because they didn’t have customer service.

Customer Service 104

Customer Service Poor Customer Service Net Promoter Score Customer Service Representative 104

InMoment XI

NOVEMBER 20, 2023

This valuable insight allows businesses to understand how customers feel about their products or services, enabling them to make data-driven improvements and respond to issues promptly. Example : Airlines use sentiment analysis to assess customer feedback on social media, addressing concerns and improving overall customer satisfaction.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

CX Accelerator

APRIL 30, 2018

It’s true, our customers are looking for much more than the product – they want to feel valued and be part of something special, something bigger than themselves. Leaders scratching their heads wondering how they can provide an “experience”, are turning to their Customer Service Representatives (CSRs) and counting on them to make it happen.

Call Center 140

Call Center Customer Journey Mapping Airlines Hospitality 140

Kayako

MAY 13, 2022

Benefits of Customer Self-Service Portals. The overall benefit of customer self-service portals are they help retain customers and increase loyalty while freeing up customer service representatives’ time for higher-level work. Keep Customers up to Date on Demand Status.

White Paper 118

White Paper E Commerce E-support Customer Satisfaction 118

ijgolding

MARCH 31, 2017

Having flown over 300 times in the last two years alone, I am well versed in the differences between airlines. In fact, one of my most read posts is a review I conducted in 2014, comparing the airlines Emirates and Etihad. If you have been a follower of my writing for some time, you will know that I am no stranger to air travel!

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Customer Experience Airlines Travel Customer Experience Professionals 65

ProProfs Chat

AUGUST 19, 2020

Here is a quick recap: Right before an overbooked United Express flight took off on April 9, 2017, airplane staff were recorded manhandling and forcibly removing passengers to make room for airline employees. . Now, it would be wrong to say that such a big airline company did not have a devised structure of customer service policies.

Customer Service 105

Customer Service Net Promoter Score Airlines Touchpoint 105

Tricia Morris

DECEMBER 4, 2015

Customer service has not been the demise of most, but Richard Branson, quoted above, credits service for his airline’s survival. When we started Virgin Atlantic thirty years ago we had one 747 and we were competing with airlines that had an average of 300 planes each. Customer service is everything in the end.”.

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Presentation Customer Service Airlines 2010 63

Service Untitled

MAY 7, 2012

That positive customer service experience can differentiate a company’s brand; the way a problem is resolved can make a huge impact on the customer and all of the people he tells about his experience. What has your business done recently to engage your personnel to help them deliver the best customer service ever?

Airlines 60

Airlines Customer Service Representative Advertising Customers 60

West Monroe

JULY 6, 2022

For example: Utilities can use traditional media in the form of a mailed postcard to notify a customer about a new program to send text messages when a service disruption (e.g., outage or main break) has been detected in their area, or perhaps a customer service representative discusses this onsite at the utility’s office.

Customer Experience 98

Customer Experience 2011 Touchpoint Events 98

Service Untitled

SEPTEMBER 8, 2011

Billie Joe Armstrong used Twitter to make a lot of noise over the Internet about his latest experience on Southwest Airlines when he was recently kicked off because his pants were too low. BJA official (Twitter). Billie Joe Armstrong. Just got kicked off a southwest flight because my pants sagged too low! What the (expletive)!

Airlines 44

Airlines Entertainment Customer Service Representative Travel 44

Service Untitled

SEPTEMBER 16, 2013

Picture a client, who for three hours tried in vain to get an issue resolved at an alleged home security organization, and went from agent to agent until finally customer service representative Michelle left a number for the client to call.

Customer Service 67

Customer Service Customer Service Representative Poor Customer Service 2007 67

CSM Magazine

JANUARY 27, 2025

Empowering Teams with Decision-Making Authority When customer service representatives are tied to rigid scripts or drawn-out approval processes, situations can spiral quickly. Customers become frustrated, and your team feels powerless. You might be wonderinghow often should training happen? Simpleloyalty programs.

Customer Service 52

Customer Service Multi-Channel Social Media Communication 52

Service Untitled

JULY 9, 2012

.” The company claims the iPad based system is intended to proactively recreate “the feeling of recognition” a customer often delights in when they walk into their favorite restaurant and the maitre d’ or the owner of the establishment knows their name and greets them personally. Other passengers seem to care less.

Customer Service 53

Customer Service Poor Customer Service Airlines Customer Service Representative 53

transcosmos Information Systems

JULY 24, 2016

Using outdated systems gives customers an idea that they aren’t putting consumer needs ahead. Aviation/Airlines. High airfares, poor customer service. When people decide on an airline, they expect to get what they pay for—considering the whopping amounts of airfares nowadays. Failure to access customer data .

E Commerce 48

E Commerce Customer Service Telecommunications E-support 48

SurveySensum

AUGUST 24, 2023

According to the Harvard Business Review article, Kick-Ass Customer Service , 81% of customers stated that they intend to take care of matters by themselves before reaching out to a customer service representative.

Brands 52

Brands Airlines Effort Score Banking 52

CSM Magazine

MARCH 31, 2022

This reduces the amount of time customers have to spend on the phone or online, and makes it easier for them to get the information they need. Customer portals are available for a variety of businesses, including airlines, banks, hotels, and car rental companies. Offer Customer Self-Service Options.

Customer Service Representative 52

Customer Service Representative Customer Relationship Management Airlines Hotels 52

Customer Enthusiast

JULY 8, 2016

A colleague recently asked for my opinion regarding the skills that customer service representatives (CSRs) need the most help with. Two weeks ago, I called United Airlines to change a flight itinerary. Listening: Too many CSRs fail to adequately listen.

Airlines 53

Airlines Books Customer Service Representative Retail 53

Service Untitled

APRIL 8, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Help customer focus with the right attitude Cheryl April 08, 2010 Behind the Scenes , Employees , Hiring & Training 1 Comment There are a number of factors that significantly affect how well a customer service representative is able to identify and help customers.

Customer Focused 41

Customer Focused Blog Customer Service Representative 2010 41

Service Untitled

JUNE 14, 2010

We also need to develop levels of trust for our customer service representatives. Isn’t it up to team leaders and managers to supply the platforms that the customer service representatives can use as models, but still think independently for exemplary customer service?

Blog 41

Blog Customer Service 2010 2006 41

SurveySparrow

JUNE 20, 2023

Customer service experience refers to the overall perception and feelings a customer has when interacting with a company’s customer service department. It encompasses the quality of assistance, the efficiency of problem-solving, and the courtesy and professionalism of customer service representatives.

Customer Service 52

Customer Service Exceptional Customer Service E Commerce Airlines 52

CSM Magazine

SEPTEMBER 4, 2017

Many years ago I was tasked with building the customer support department for an emerging ISP start-up. The company had an office location in every market staffed with a customer service representative. Imagine a scenario where your agents are handling customer service calls for an airline when a customer calls in.

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Call Center Customers Airlines Customer Service Representative 79

Talkdesk

NOVEMBER 18, 2016

IVR also saves money for a company because it reduces the phone time needed from customer service agents by providing them with some basic information before they enter the call or removing them entirely from the process entirely. Some callers would rather quickly speak to an agent and bypass the IVR options.

Airlines 40

Airlines Customer Service Representative Technology Customer Satisfaction 40

Comm100

SEPTEMBER 5, 2014

Jet Blue, the airline, has become quite adept at reacting to people’s tweets in a timely manner. What if we knew the customer service representative because of video the company shared? That’s something they can’t get from an automated phone service, which was the old way of answering many customer complaints.

Social Media 45

Social Media Customer Service Webinar Customer Service Representative 45

Thematic

JANUARY 21, 2020

There are plenty of NLP APIs out there for keyword and entity extraction , but when it comes to customer feedback can they actually deliver meaningful analysis out of the box? . The answer is no. Only a small proportion is actually tagged: 32% in the best case.

Feedback 105

Feedback Roadmap Metrics Customer Service Representative 105

Service Untitled

NOVEMBER 8, 2010

Assuming there are no waiting lines, would you opt to use a self-service kiosk at the airport to check-in or would you prefer to interact with an airline agent? Personally, I think it validates even more the need for exceptional training of only the best customer service representatives a company can afford.

Customer Service 42

Customer Service Banking Hospitality Poor Customer Service 42

Service Untitled

APRIL 6, 2010

If customer service telephone personnel have been taught just to deliver identical conversations and not have the ability to capitalize on their own personal styles, chances are the needs of the consumer are not being addressed. Never get angry with a customer. Yes, they were pleasant, but no, they did not help me.

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Blog Customer Service 2010 Customer Service Representative 41

Service Untitled

JANUARY 18, 2012

When a customer service agent isn’t getting the results you want, ask for a supervisor, and if that still doesn’t solve your problem, it’s time to head over to the executive offices of that particular organization. A favorite place to look for the names of executive customer service representatives is Consumerist.com.

Customer Service 48

Customer Service Airlines Customer Service Representative Customer Service Training 48

CSM Magazine

APRIL 5, 2019

Let’s take one simple example – the video posted on YouTube by a Canadian singer whose $3,000 guitar was damaged by United Airlines. The whole world knows that the airline was totally indifferent to the customer’s loss. The clip has been viewed, 1,322,582 times at the last count.

Airlines 40

Airlines Government 2018 Financial 40

LiveChat

OCTOBER 19, 2018

The entire process is easy-breezy, user identification is automated and the rules are clear – what else could your customers need ? To help you start, I’ve compiled some useful tips for your next Twitter customer service strategy. Btw: Luxury airlines take social care seriously. See how they do it.

Social Media 35

Social Media Customer Service Multi-Channel Airlines 35

LiveChat

FEBRUARY 15, 2019

Make sure your handbook is available on your internal Customer Service platform and is easily searchable for specific queries on the fly. If it suits your industry, consider having the option of sending a customer service representative to your customer’s doorstep to fix technical issues on site a la Best Buy and their GeekSquad.

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Customer Service Customer Service Representative Customer Care Customers 34

Service Untitled

NOVEMBER 16, 2010

and brought up some interesting points about customer service and the lack thereof. He reiterated the Steven Slater 15 minutes of fame as the airline attendant slid away down the emergency chute after telling off a rude passenger. In September, The New Yorker writer James Surowiecki posted “Are You Being Served?&#

Customer Service 43

Customer Service Poor Customer Service Airlines Customer Service Representative 43

Talkdesk

AUGUST 23, 2016

Recently, two large airline carriers experienced major system outages that resulted in the delay or cancellation of thousands of flights. With millions of stranded travelers seeking resolutions, each company’s customer service line wait times surged, resulting in even greater customer frustration.

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Call Center Travel Airlines 2015 40

SurveySensum

SEPTEMBER 26, 2023

For example, offer a discount or a free upgrade to customers who have been using your product for a certain period. For example, the AAdvantage program by American Airlines rewards frequent flyers with miles that can be redeemed for free flights, seat upgrades, and other travel-related benefits.

Management 52

Management User Experience Demo Measurement 52

SurveySensum

FEBRUARY 20, 2024

Offer Customer Self-Service According to the Harvard Business Review article, Kick-Ass Customer Service , 81% of customers stated that they intend to take care of matters by themselves before reaching out to a customer service representative.

Customer Satisfaction 52

Customer Satisfaction Customer Centricity Social Media Touchpoint 52

SurveySensum

FEBRUARY 20, 2024

Offer Customer Self-Service According to the Harvard Business Review article, Kick-Ass Customer Service , 81% of customers stated that they intend to take care of matters by themselves before reaching out to a customer service representative.

Customer Satisfaction 52

Customer Satisfaction Customer Centricity Social Media Touchpoint 52

ShepHyken

AUGUST 22, 2022

(Business Insider) This as-told-to essay is based on a conversation with a 47-year-old customer-service representative who works at Southwest Airlines. The airline industry has been plagued with all kinds of problems that are not very passenger friendly. The following has been edited for length and clarity.

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2022 Article Customer Service Hospitality 15