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A new ally in the fight for improved customer service!

A new ally in the fight for improved customer service!

Old Aug 20, 03, 7:24 am
  #1  
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A new ally in the fight for improved customer service!

"The Canadian Auto Workers union is preparing to go public with a campaign aimed at forcing Air Canada to improve front-line customer service levels that suffered after layoffs earlier this month.

"We're at the point of fighting for this company to survive and for the job security of our members,'' Anne Davidson, president of the union's airline unit representing Air Canada customer service agents, said in an interview yesterday.

"We think they really need to look at servicing the customers to make sure we keep the support of the public or win it back."...


http://makeashorterlink.com/?C5C4216A5
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Old Aug 20, 03, 7:56 am
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So, Parnel, would you like to make a brief comment on this announcement?
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Old Aug 20, 03, 8:28 am
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IS the Union really trying to "HELP" the airline or save jobs? I guess I for one DONT trust the union.
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Old Aug 20, 03, 8:50 am
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I trust some unions... but definitely not this one!
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Old Aug 20, 03, 9:59 am
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Let me get this straight.

A union is forcing a company's management to improve customer service?

I never thought I'd see those words in the same sentence. I guess I just thought that unions were there to drive down productivity with no regard for who pays their wages...

[This message has been edited by LondonElite (edited 08-22-2003).]
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Old Aug 20, 03, 12:20 pm
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I think we'll have to have a few pints before comprehending this one!
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Old Aug 20, 03, 12:50 pm
  #7  
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Yeah, this is right up there with the masters of spin control. Reminds me of watching trick shot pool events on TSN.
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Old Aug 20, 03, 12:57 pm
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<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by LondonElite:
Let me get this straight.

A union is forcing a company's management to force an improvement in customer service?

I never thought I'd see those words in the same sentence.</font>


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Old Aug 20, 03, 1:27 pm
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Um, the union is forcing the management to improve customer service. That means that they are strong arming to recover the lost personnel from the last rounds of layoffs. It has nothing to do with service levels (at least coming from the CAW anyway).

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Old Aug 20, 03, 6:08 pm
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I think that both the CAW and AC management share the responsibility or the recent problems plaguing AC's customer service.

I feel the CAW is trying to convince the public that AC management bears all of the responsibility for the recent problems affecting customer service.
In the recent collective barganing agreement the CAW chose how it employee group would cut their costs. The CAW chose to slash positions rather than cutting employee compensation. I believe that by cutting positions the CAW promised to improve their employee groups productivity.

Now the CAW members are not meeting their promised productivity targets. The union failed to insure its members were able to meet these productivity targets that achieve a reasonable level of customer service.

- The union failed by expecting one or two gate agents to complete the boarding process of a 747 widebody in 20 to 30 minutes.

- The union failed by expecting that check-in agents could come close to doubling the number of passengers they can check-in per hour.
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Old Aug 20, 03, 11:32 pm
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<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Academic:
So, Parnel, would you like to make a brief comment on this announcement?</font>
You guys missed the most important part---Buzz says he's going to win the Ontario election and make us the socialist paradise of Canada.
If they go public about AC I just hope AC talks about the productivity restraints the union places on their members.Buzz, who only flies up front needs a little front line experience himself.
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Old Aug 20, 03, 11:45 pm
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<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by cslusarc:
I think that both the CAW and AC management share the responsibility or the recent problems plaguing AC's customer service.

I feel the CAW is trying to convince the public that AC management bears all of the responsibility for the recent problems affecting customer service.
In the recent collective barganing agreement the CAW chose how it employee group would cut their costs. The CAW chose to slash positions rather than cutting employee compensation. I believe that by cutting positions the CAW promised to improve their employee groups productivity.

Now the CAW members are not meeting their promised productivity targets. The union failed to insure its members were able to meet these productivity targets that achieve a reasonable level of customer service.

- The union failed by expecting one or two gate agents to complete the boarding process of a 747 widebody in 20 to 30 minutes.

- The union failed by expecting that check-in agents could come close to doubling the number of passengers they can check-in per hour.
</font>
As an former agent I can tell you there was no specific mention of productivity improvments. The CAW met all it's financial targets by reducing the amount of weeks agents get for vacation, no more shift premiums the company had more leeway as far as shift scheduling etc. It was the managment of AC that seems to believe that you can board a whole 747 with just one person. Further proof that these people who make the decisions have no idea what the job involves
and they are just pulling numbers out of their hats.

[This message has been edited by Ace Cdn (edited 08-20-2003).]
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Old Aug 21, 03, 1:41 pm
  #13  
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Real co-operation from CAW.

"SOURCE: CAW 2002
--------------------------------------------------------------------------------

- For immediate release (Toronto: 21 Aug 03) -

Air Canada once again crosses the Line


On Tuesday a computer virus affected several of the Air Canada's call centres and electronic check-in systems across the country.

Management responded to this situation by approaching call centre members asking them to voluntarily travel to airport locations following the end of their regular shift to work overtime. However, the CAW's policy is that no cross-utilization of our members shall be worked unless agreed upon by the union.

President Anne Davidson remarked on the Tuesdays circumstances saying, "staff has already been cut to the bone and these actions are not acceptable... they [Air Canada] should be calling laid off members to work these shifts."

The company has also continued to staff Customer Service positions with Management, which is an obvious violation of the Collective Agreement. "
 
Old Aug 21, 03, 7:23 pm
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Old Aug 21, 03, 9:53 pm
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