Originally Posted by ajax
It may sound harsh, but BA as a company (not the legions of wonderful employees) don't care about you, or me. BA care about the money they can make from us and the millions like us. If BA can still make money by employing sub-standard call centre employees and levying audacious, price-gouging "surcharges" -- and assume that we will take it on the chin (which we probably will...), then they will continue to do so, plain and simple.
True of about every major company, isn't it? The bottom-line is ultimately all that matters.
Have always fancied setting up as a "Customer Service Audit and Improvement" consultant (i.e. for discerning companies, going in auditing their customer service and redesigning their processes/procedures/training/staff etc to increase customer satisfaction). Husband has always said that this wouldn't work: companies are interested in cutting corners and not sticking more corners on.... Yes, better customer satisfaction will improve business, BUT the financial benefits (especially in the short term) are often not easy to measure
Boo
(an idealist at heart)