United Mileage Plus - 1K Supervisor called to thank and ask about service

Got a call today from a UA person who introduced herself as "Call Center Supervisor". She thanked me for being a '100K flyer' and she wanted to follow up on how I feel about my recent experiences calling in to the 1K desk number. She wanted to know if I felt that the reps had been knowledgeable and able to help me with my travel needs.

I chatted with her for maybe 3-4 minutes. I said that I was in general very satisfied with the 1K desk call wait times and knowledge of the agents, with a couple of hiccups here and there. I also said that this is in stark contrast to the pre-1K calls last fall to the 1P number...

I was pretty surprised to get this call, and it sure worked in that it did make me feel special! Anyone else receive calls like these?

Sami

Tilton called. Wanted to know what's up.

.....

Quite interesting! Did you maybe complain recently, so maybe she was following up on something? Just trying to rationalize the call...

Either way, nice to hear that they called. ^

Tilton called. Wanted to know what's up.
From Where?

Got a call today from a UA person who introduced herself as "Call Center Supervisor". She thanked me for being a '100K flyer' and she wanted to follow up on how I feel about my recent experiences calling in to the 1K desk number. She wanted to know if I felt that the reps had been knowledgeable and able to help me with my travel needs.

I chatted with her for maybe 3-4 minutes. I said that I was in general very satisfied with the 1K desk call wait times and knowledge of the agents, with a couple of hiccups here and there. I also said that this is in stark contrast to the pre-1K calls last fall to the 1P number...

I was pretty surprised to get this call, and it sure worked in that it did make me feel special! Anyone else receive calls like these?

Sami

Got a call today from a UA person who introduced herself as "Call Center Supervisor". She thanked me for being a '100K flyer' and she wanted to follow up on how I feel about my recent experiences calling in to the 1K desk number. She wanted to know if I felt that the reps had been knowledgeable and able to help me with my travel needs.

I chatted with her for maybe 3-4 minutes. I said that I was in general very satisfied with the 1K desk call wait times and knowledge of the agents, with a couple of hiccups here and there. I also said that this is in stark contrast to the pre-1K calls last fall to the 1P number...

I was pretty surprised to get this call, and it sure worked in that it did make me feel special! Anyone else receive calls like these?

Sami

I have not, although I do not expect one either. If only UA in particular and "big business" in general recognized the impact such calls coould have, perhaps even I would get one. Congratulations!

Hmmmm... I call them and e-mail them (1K Voice) all the time, yet they've never called me.

Quite interesting! Did you maybe complain recently, so maybe she was following up on something? Just trying to rationalize the call...


Nope. No complaints logged, no calls escalated to supervisor, no obvious reason. Maybe they're doing some kind of random followup, maybe I had spoken earlier to an agent that has received unusual feedback from others and they picked a 'control group' of callers the same agent had served, who knows.

Man, isn't it strange how easy it is to get paranoid about why something positive happened; there's gotta be a hidden nefarious reason... ;)

Sami

It's probably related to all the "customer experience" and "customer service training" hoo-haw that United has been talking about lately, similar to the random followup service surveys conducted by car dealerships/service departments, etc.

similar to the random followup service surveys conducted by car dealerships/service departments, etc.

These are particularly annoying!

VW does these, and I get
-An automated call at my office - from the dealership, when the computer anticipates that my car needs servicing. It's never right.
-An automated call after the service - from the dealership, asking me to please call them, if for any reason I can't say nice things on the survey.
-A call, asking me to hold for a person, (from VW) who asks how the service went. If you had any issues, they ask for every last detail of the problem, down the uniform of the service tech.

It wouldn't be so bad, if they ever did anything about anything you complain about (like the guy who takes the car from you in the morning, always smelling like he'd been drinking heavily)

Anyway, what's more annoying, is that I still get call to have the car serviced, and I've moved, gotten a new car, and asked them to stop calling....

If you give any score less than perfect on a car dealership survey, the dealer often gets hit with some sort of penalty.

I once had an airport service director (? - supervisor of some type) call me to tell me my flight had been cancelled, and suggest I come to the airport right away if I wanted to stand by for an earlier flight. ^

No customer service surveys, though!

Tilton called. Wanted to know what's up.

The only guy I ever hear from regularly is James Goodwin.

He always wants to know how kokonutz is doing for some reason.

;)

If you give any score less than perfect on a car dealership survey, the dealer often gets hit with some sort of penalty.

I once had an airport service director (? - supervisor of some type) call me to tell me my flight had been cancelled, and suggest I come to the airport right away if I wanted to stand by for an earlier flight. ^

No customer service surveys, though!

Yup. Some manufacturers (like Audi, as I recall) had a policy to pull a dealership's authorization ("ticket") after a certain amount of sub-excellent scores.

If I thought United was doing something like that, I'd be impressed. But good luck getting that one by the unions and/or through the offshore call center system.

It's easy to get data on service/satisfaction. What's difficult is getting the buyoff to actually do something with it.

Mr EasyUpdate called me today letting me know that last December's transcon was on-time.