What happens when a journalist gets poor service
Jul 4, 2012, 10:00 am
#106
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Heteronormativity is a term to describe any of a set of lifestyle norms that hold that people fall into distinct and complementary genders (man and woman) with natural roles in life. It also holds that heterosexuality is the normal sexual orientation, and states that sexual and marital relations are most (or only) fitting between a man and a woman. Consequently, a "heteronormative" view is one that involves alignment of biological sex, sexuality, gender identity, and gender roles.
Jul 4, 2012, 10:01 am
#107
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...because your assertion there tells me the word is far too t̶r̶e̶n̶d̶y̶ progressive to be used as if it were either in common use, or its meaning generally accepted as a principle, when neither is true.
Doubtless it contains many entries. However I'd be a little more careful about throwing such otherwise irrelevant words into a conversation where they might be construed as accusations about other FT members.
Jul 4, 2012, 10:08 am
#108
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Discussion of words is always interesting. as we clearly disagree about whether even "progressive" is a good or a bad thing I rather think we had better leave it there.
Jul 4, 2012, 10:17 am
#110
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Jul 4, 2012, 10:20 am
#111
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Jul 4, 2012, 10:56 am
#112
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What happened to the OED anyway? I always thought that book was the authority on words vs. made-up words, but this Chambers fellow appears to have muscled in on the whole affair.
I've never even been formally introduced...
I've never even been formally introduced...
Jul 4, 2012, 11:01 am
#113
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Jul 4, 2012, 11:24 am
#114
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What a silly blog/article... It does raise two good points (although unintentionally):
1. If you use Social Media you either do it well (like KLM) or not at all. BA really need a serious lesson there. For that I am also available at a price.
2. Overly sympathetic replies to silly complaints have a counter productive effect. The cut & paste brigade that is BA's customer service department should be seriously overhauled.
Both 1 & 2 can be addressed at the same time. It requires a rethink of how to interact with customers, both in channels and tone.
If BA had simply replied with:
Unfortunately weather delays are beyond our control, as they are beyond the control of Easyjet.
all would have been so much clearer than the stupid response she got about disappointing her etc.
Seems like they still need a communication manager after all.
1. If you use Social Media you either do it well (like KLM) or not at all. BA really need a serious lesson there. For that I am also available at a price.
2. Overly sympathetic replies to silly complaints have a counter productive effect. The cut & paste brigade that is BA's customer service department should be seriously overhauled.
Both 1 & 2 can be addressed at the same time. It requires a rethink of how to interact with customers, both in channels and tone.
If BA had simply replied with:
Unfortunately weather delays are beyond our control, as they are beyond the control of Easyjet.
all would have been so much clearer than the stupid response she got about disappointing her etc.
Seems like they still need a communication manager after all.
Jul 4, 2012, 12:12 pm
#117
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Ahhhh, I was unclear. I was agreeing with T's statement regarding not doing business with major companies via twitter.
I was not affirming the "maybe it is an age" part. I, too, am just pre-middle aged and I steadfastly refuse to do any sort of business with anyone via twitter. Suggesting one do so is foreign to me.
Jul 4, 2012, 12:19 pm
#118
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Can sympathise:
1. Social media should work on Sundays;
2. Customer relations should try to offer some sort of substantive reply. Hearing nothing is better than the cut & paste job;
3. From a passenger's point of view, the point is that they were late but their friends on easyjet weren't.
1. Social media should work on Sundays;
2. Customer relations should try to offer some sort of substantive reply. Hearing nothing is better than the cut & paste job;
3. From a passenger's point of view, the point is that they were late but their friends on easyjet weren't.
2. I don't see why the customer relations should delve any deeper from a standard response to what must surely be a standard complaint.
3. It's not an apples to apples comparison. They did not take the same route from the same airport. She can most certainly be upset, but she can't really blame BA for how Heathrow was affected by the weather foibles and Gatwick wasn't.
Jul 4, 2012, 12:21 pm
#119
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24/7 business requires 24/7 customer service. Much like not having a 24/7 Gold line outside US/UK. Ridiculous.
Because to explain 3 you should not use 2.
2. I don't see why the customer relations should delve any deeper from a standard response to what must surely be a standard complaint.
3. It's not an apples to apples comparison. They did not take the same route from the same airport. She can most certainly be upset, but she can't really blame BA for how Heathrow was affected by the weather foibles and Gatwick wasn't.
3. It's not an apples to apples comparison. They did not take the same route from the same airport. She can most certainly be upset, but she can't really blame BA for how Heathrow was affected by the weather foibles and Gatwick wasn't.
Jul 4, 2012, 1:09 pm
#120
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1. Why?
2. I don't see why the customer relations should delve any deeper from a standard response to what must surely be a standard complaint.
3. It's not an apples to apples comparison. They did not take the same route from the same airport. She can most certainly be upset, but she can't really blame BA for how Heathrow was affected by the weather foibles and Gatwick wasn't.
2. I don't see why the customer relations should delve any deeper from a standard response to what must surely be a standard complaint.
3. It's not an apples to apples comparison. They did not take the same route from the same airport. She can most certainly be upset, but she can't really blame BA for how Heathrow was affected by the weather foibles and Gatwick wasn't.
2. A standard response that is so blatant is not good customer service.
3. From a passenger's perspective, the competition is 'London airports', not LHR alone.