Originally Posted by
laxabq
Dear Southwest Gabe,
I have researched the new 5 minute call criteria. Today, I called in on my
A+ list special number. I asked for a supervisor and advised the phone rep I had a question for management.
After verifying my RR info I was promptly transferred to a supervisor. My question was is there a guideline for a 5 minute phone call to customer service at SWA? The answer YES, this is a guideline and phone reps that are either too
far over or under the 5 minute call "ideal"can be written up if this happens more than once. Gabe, I have the person's name I spoke with and the time I called SWA. Possibly, you are not aware of this policy? I find it hard
to believe two supervisors would basically say the same thing.
And if someone doesn't believe me, ask the question the next time you call the 1-800. Hmmmmm...
Just last night, I had to call the A+ super special line and link my Primary PRN and my CP PRN on all six of my upcoming itineraries. (Don't panic, it is a requirement only for the COS CP and speeds check in at the airport.)
The agent was friendly, but seemed a bit nervous after she competed the first and then learned I had five more. I thought nothing of it at the time. It took about 5 minutes per itinerary (because of the slow computers) as usual. We were on the phone about 30 minutes.
The reason I have to do this is because the IT department has not programmed the system to automatically link the Primary and CP PRN's for COS with self designated CP. It requires this step in addition to the fact that I can not check in on line, a requirement of COS.
If their own policies and procedures require extra time, then arbitrary rules for phone CS is ridiculous.