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With a controversial move, Southwest Airlines strives to better serve customers


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Southwest Airlines

Are there any airlines that make you happy recently?

Or did it push you to the point of despair you experienced the last time you flew on an airline?

Often, it seems that airlines promise to provide a higher level of service and only end up providing a higher level of distress and grief.

Bizarrely, however, one major airline has taken the big step of – perhaps – relaxing your furrowed brows. At least one smidgen.

You see, Southwest Airlineswhich prides itself on smiles and jokes – a bit difficult when you are canceling tens of thousands of flights – just redirecting to customer service is even more fun.

You probably don’t think Southwest could be a cuter person. Its staff are always cheerful, except when they eventually lose their temper with some recalcitrant passengers. (And who can blame them for that?)

However, the airline has just announced that the customer service voice you hear on the other end of the line – if you finally manage to make it through – may even be more inclined to help. than.

No, the airline did not use those words. But, in keeping with holy humanity, Southwest announced they are closing the customer service centers. Yes, all of them. One by one. During the COVID-19 pandemic, many have been working remotely. But now, Southwest is fully committed to home repair services.

No longer will your customer service reps gather right next to another customer service rep who will wish they didn’t have to congregate right next to anyone.

Instead, they’ll huddle next to their dog, cat, or an odd green statue they bought on vacation in South Carolina.

Now, why would Southwest do something like this? Is it to improve the level of customer service? Maybe. Does it make my customer service reps happier? It may be. Or maybe the airline finds it so hard to hire anyone right now that even the slightest extra benefit can outweigh the odds.

After all, we are talking about the airline suffer 20% of their new employees not showing up on the first day of work.

This is Southwest statement alludes to such dire realities: “Evolving into a fully remote workforce offers greater flexibility, both in attracting and hiring new employees from around the country as well as as in scheduling existing employees who are already working record-effectively in a remote work environment.”

I’m afraid those who are overly rational will think this is a bad move. How can these people be managed effectively? Furthermore, some studies show that working from home can reduce your productivity.

As may be the case with research, other research confirm this is bunkum. This has not prevented some companies – hullo, Apple – from asking their staff to come back or face being launched from a spacecraft.

What’s more, most of Southwest’s biggest competitors, such as United, Delta, and American, still put customer service agents in disarray.

But is there, or has there been, a reason why people trying to please customers – or at least calm them down – should sit in call centers with the buzz around them? Was it always just an attempt to control management? If I can see you, I know you’re there, so you have to work.

Basically, what customers care about is whether the customer service rep is really direct and if they can then solve their problem, preferably with empathy.

At least for now it’s likely that Southwest customers will see their moods improve a bit from their customer service agents.

You can detect their mood sometimes, right? A little thought here, a sigh there, a monotone voice saying, ‘I don’t want to be here.’

Now, you might even hear a happy barking or meowing in the background. It’s going to be the brand for Southwest, isn’t it?



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