Originally Posted by
drat19
Although you raise some correct examples, I also think that airline staff is not necessarily unique in terms of the lack of empowerment of front-line employees. There are so many other businesses where front-line staff basically "lives in fear for their jobs" if they dare to even THINK of going outside the tightly-defined procedures for which they've been trained. That's also why you never can get the first and last name of any CS rep you deal with (in most any industry)..."I'm the only Jane here"...utter lack/fear of accountability.
yup, you are right about that!
Why do they all also say things like, "Oh my computer is slow. Hold on please, sir." Well, it's because they (A) don't know sh*T and (B) can't do much about it anyway!
it bugs me to (A) do business with such places, although we often have to, and (B) to know that the person working there is somehow brainwashed into thinking that's all he or she can get for a job!