Originally Posted by
PineyBob
Frankly I'm not so twisted in a knot over the canceled ticket as I am over what appears to be the non stop rudeness system wide. Yesterday we had the infamous "Mike", now we have a whole new pack of morons abusing customers.
I've long preached and hammered US with the mantra "You can't have customer satisfaction without employee satisfaction". Well somebody had best pull their head out of their assets and figure out what is going on that leads these agents to feel they can say this kind of stuff with impunity.
What I'd like to see happen is for the agents who made the inappropriate remarks be forced to write letters of apology or be terminated. Alas that will never happen as the CWA does a great job of representing their members.
I'd also like to see that G/A in PHX sit with a 17lb. kid on her lap for 5 hours.
Thankfully the F/A's took care of a customer who had been "roughed up"by the agents. I don't know but maybe it's time to pull out the cell phone and snap a pic of the offenders. It's a public place with no expectation of privacy. Maybe that would put a chill in the air for the agents and cause them to think twice about what they say.
There are definitely bad apples out there amongst the ranks of US customer service agents, but to make a blanket statement about "non stop rudeness systemwide" seems dramatic and unfair especially going based on these two examples. As I'm sure most would agree, the majority of customer service agents out there are hard working and do care about their customers especially with the limited resources they are given.
I will agree with you about the remark about the unions. Unions are so far removed from what their "founding purposes" were years ago that now they do seem more of a crutch for these bad apples then anything.
Also, I don't know as if taking a picture of the offenders is such a good idea. I'd think that would only escalate a tense situation and just make things worse. I could picture the story now: the agent was rude to me, i took his/her picture, agent felt threatened, agent called the police, etc. etc. Not saying its right but why do something to unnecessarily make a situation worse??