FlyerTalk Forums - View Single Post - Bad PR move to 'pre-align' all the good stuff?
Thread: Bad PR move to 'pre-align' all the good stuff?
View Single Post
Old Jun 1, 2011 | 4:29 pm
  #37  
weirdlyndon
15 Years on Site
 
Join Date: Mar 2010
Location: NYC
Programs: AA EXP, UA Platinum, Alaksa MVP 75K, Air Berlin Gold, HHonors Diamond, Marriott Gold, Hertz PC
Posts: 2,389
Originally Posted by barberio
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...
Agree 100%! The United ICC has worked wonders for me in the past and yet the 1P line I tend to get surly agents in the US (some are indeed awesome.) For that reason I've actually found myself purposely routing myself to the ICC instead of the elite desk.
weirdlyndon is offline  
Reply