Originally Posted by
N1120A
2) While there are downsides to the call centers in India, I get tired at all the griping over it. The problem with India has nothing to do with the people themselves, or the perfect English they speak, but the way the airline tells them to do their job.
Never mentioned India. I've had great customer service from call centers in India, and horrible customer service from call centers in the US/Ireland/UK...
What matter is training for customer service. And the ethos in United has been that Elites get good customer service to make them feel special, everyone else gets minimum standard. That breeds contempt for the customer, and that's going to spread over into the 'Elites' too. Look what happens when you don't bother with policing excess carry on for the 'unwashed masses' because overhead crowding at the back of the plane isn't important...