FlyerTalk Forums - View Single Post - Pre-Departure Drinks in F: What can they serve?
Old May 27, 2012, 7:00 am
  #11  
elitetraveler
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Join Date: Dec 2005
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Originally Posted by sunrisegirl
Did you not read what CIHY and BBB have stated? They are following orders provided by BA management, so absolutely nothing to do with poor service standards by crew.

However, if you think those who made this order have 'poor service standards' perhaps you should write to them and say that. @:-)



Although not the same, sadly some ground colleagues disobey company policy to give the customer what they want even though it's against policy, ie. extra suitcase or weight without charge. It isn't good customer service because when somebody is refused the next time (as in the OP's case with this) then BA are poor because it's not been offered this time.

Good service is consistency. This sometimes means conforming to unpopular company rules whilst explaining to passengers the reasons for them.
Actually the reason BA gained its reputation for world class service was a program King and Marshall put into place called something like Putting People First. It empowered front line employees to solve problems and bend rules to create memorable/better customer experiences, of course using good judgement.

A company that punishes an employee for serving a 50 cent can of coke to a $10,000 customer needs to re-think how they are doing things. I hope that is not the case w BA today.

PS - The ability to say no cloaked by 'rules' and 'consistency' does not make award winning service.

Last edited by elitetraveler; May 27, 2012 at 8:03 am
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