{"id":2850,"date":"2018-02-10T15:15:10","date_gmt":"2018-02-10T06:15:10","guid":{"rendered":"https:\/\/regex.info\/blog\/2018-02-10\/2850"},"modified":"2018-02-10T15:15:10","modified_gmt":"2018-02-10T06:15:10","slug":"delta-airlines-gauging-the-quality-of-your-customer-service-representatives-done-right","status":"publish","type":"post","link":"https:\/\/regex.info\/blog\/2018-02-10\/2850","title":{"rendered":"Delta Airlines: Gauging the Quality of Your Customer-Service Representatives, Done Right."},"content":{"rendered":"\n\n

Wow, this is so fantastic....<\/p>\n\n\n

I had occasion to call Delta Airlines customer service, and when the representative hung up, the call tripped over to\ncustomer-service survey kind of thing. but instead of the normal banal questions (“<\/span>Were we able to solve your problem?”<\/span>, etc.),\nthey asked just one question:<\/p>\n\n\n\n
\u201c<\/span><\/td>\n<\/td>\nWould you hire the person you just talked to\nif you owned a customer<\/span>-service business?<\/span><\/td>\n<\/td>\n\u201d<\/span><\/td>\n<\/tr><\/table>\n\n

Wow, what a fantastic question. It concentrates<\/span> on the person's competency and people skills, rather than the\nservices and restrictions of the company behind them.<\/p>\n\n

(In my case, I answered an unequivocal “<\/span>yes”<\/span>, as the person was personable and competent.)<\/p>\n\n

\n\n

Update: ouch, Delta gets a demerit for stupid programmers at their web site. )-:<\/p>\n\n

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

It eventually dawned on me that they just might be stupid enough to require that I upload<\/span>\na file with the name “<\/span>IMG_2311.JPG”<\/span> instead of “<\/span>IMG_2311.jpg”<\/span>, and it turned out to be true. Sigh.<\/p>\n\n\n","protected":false},"excerpt":{"rendered":"

Wow, this is so fantastic....<\/p>

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:<\/p> \u201c Would you hire the person you just talked to if you owned a customer-service business? \u201d

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.<\/p>

(In my case, I answered an unequivocal \"yes\", [...]","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"_links":{"self":[{"href":"https:\/\/regex.info\/blog\/wp-json\/wp\/v2\/posts\/2850"}],"collection":[{"href":"https:\/\/regex.info\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/regex.info\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/regex.info\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/regex.info\/blog\/wp-json\/wp\/v2\/comments?post=2850"}],"version-history":[{"count":0,"href":"https:\/\/regex.info\/blog\/wp-json\/wp\/v2\/posts\/2850\/revisions"}],"wp:attachment":[{"href":"https:\/\/regex.info\/blog\/wp-json\/wp\/v2\/media?parent=2850"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/regex.info\/blog\/wp-json\/wp\/v2\/categories?post=2850"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/regex.info\/blog\/wp-json\/wp\/v2\/tags?post=2850"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}