Delta Airlines: Gauging the Quality of Your Customer-Service Representatives, Done Right.

Wow, this is so fantastic....

I had occasion to call Delta Airlines customer service, and when the representative hung up, the call tripped over to customer-service survey kind of thing. but instead of the normal banal questions (Were we able to solve your problem?, etc.), they asked just one question:

Would you hire the person you just talked to
if you owned a customer-service business?

Wow, what a fantastic question. It concentrates on the person's competency and people skills, rather than the services and restrictions of the company behind them.

(In my case, I answered an unequivocal yes, as the person was personable and competent.)

Update: ouch, Delta gets a demerit for stupid programmers at their web site. )-:

They require proof when changing your address to a different country, which seems reasonable enough, so I tried to upload an iPhone photo of my driver's license, but it kept rejecting it with an admonishment that it should be in XLS, XLSX, DOC, DOCX, CSV, PDF, JPEG, PPT, PNG format. The photo was in JPG format, so should have been acceptable.

It eventually dawned on me that they just might be stupid enough to require that I upload a file with the name IMG_2311.JPG instead of IMG_2311.jpg, and it turned out to be true. Sigh.

One comment so far...

I had to deal with Air France several times during my trip back to JP and I would have said “yes” to all of the people I talked to! Is something strange happening with airlines or what? 😉

— comment by Damien on February 10th, 2018 at 3:38pm JST (5 years, 10 months ago) comment permalink
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