Originally Posted by
cmtlatitudes
One can only hope that someone is actually reviewing the tapes of these (presumably) newly minted trainee calls & providing constructive feedback and additional counseling/training as warranted. That's probably far too much to hope for though.
Lol - it's a nice thought, but as you said at the end... doubtful. I got 3 completely useless ones on Sunday - one who didn't know what a systemwide upgrade was, one who said upgrading was not something AA did at all and one who was completely stumped by the NATO phonetic alphabet and couldn't look anything up. When you're so cheap that you pay less than McDonald's.... well, this is what you get.
I feel bad for the people on the phone. It's not their fault that they are completely incompetent - if the count of repeat incidents is greater than 1 then it's a management failure.