Originally Posted by
FlyerGoldII
This may have alluded to in FT once or twice - but what is a premium customer service agent's responsibilities and how will this agent differ in responsibilities from a concierge agent? Who can this agent serve - just non SE business class customers or also some other group of customers?
Nothin really. except they went through a PowerPoint training session and get to wear a brevet that makes it look like they are somehow more sophisticated.
Many still violate paxs privacy and publicly disclose information about them. Nothing premium about that service.
Others are still spinning the hamster wheel on basics of processing standby on lat fares, while working the priority check in.