Originally Posted by
reddirt14
I guess my point is that you know your Operations are in sorry shape when Customers go to online forums moderated by non-Company people to get answers to questions about your Company.
For goodness sakes Executives, take control of your Company! Listen to your Customers, answer their questions and earn their business. You are by know means imune to the economic downturn. Yes you can continue to lay off the low level workers but when no one is left to do the job, Customers stop using your Company's services, and the Tax Payers (your Customers) decide enough is enough with helping poorly run companies, then your salary will also come to shocking end. I know that doesn't seem possible, but I'd ask you to consider the concept and do your job.
And to add to that:
I spoke to the Customer Service representative in the C Terminal at Ohare a couple weeks ago. I asked her a couple questions and she said, "Honey you know more about that than I do. We learn from you guys. They never tell us any of that stuff." Long story short, it sounds like the Marketing people role out the special offers but don't bother figuring out the back office processes which includes maknig sure the employees know what they are doing.
What a perfect example of a Top Heavy organization. They are all so above everyone else in the Company that it would be beneath them to do the actual work. Problem is if the Managers don't do any work then the workers aren't going to know what they need to do or do their job. How frustrating to be a Customer of an organization like that.
I doubt American is any better, which is also sad to say. It's quite a joke.