Chisholm agents to train other centers
Dec 7, 2011, 3:43 am
#16
Join Date: Aug 2003
Location: Mesilla, NM
Programs: DL DM 4.7 MM MQM Marriott Ambassador Lifetime Titanium AA CK
Posts: 2,714
We did that a number of years ago during the NW days about the year before the buyout. I was the treasurer. I would be happy to do that again even though I got 1 call answer by them!
Dec 7, 2011, 3:51 am
#18
Original Member
Join Date: May 1998
Location: Atlanta, GA
Programs: DL 3 MM/DM, Marriott Titanium Elite, Hyatt Globalist, National Exec Elite
Posts: 4,002
I have rarely had the opportunity to interact with Chisolm, but on the two occasions when I did, I will agree that they are up to the challenge and are able to get the job done in a very determined fashion. It is an attitude of, "How can I make this happen?" instead of looking for ways to get off the phone.
I am, frankly, amazed that the bean counters who reside in Atlanta haven't clipped their wings.
Dec 7, 2011, 4:54 am
#19
Join Date: Aug 2003
Location: Mesilla, NM
Programs: DL DM 4.7 MM MQM Marriott Ambassador Lifetime Titanium AA CK
Posts: 2,714
Dec 7, 2011, 5:42 am
#20
Join Date: Oct 2007
Programs: Now just a lowly DL PM/1MM. This industry needs some competition. It's just not enjoyable anymore.
Posts: 3,543
I'd like to suggest the CVG call center as the first stop for the Chisholm training brigade.
Dec 7, 2011, 7:49 am
#21
Join Date: Apr 2005
Location: New York, western US
Programs: DM/3MM
Posts: 4,246
When I reach Chisholm as a DM, it always feels like a wonderful surprise and almost like coming home. It will be interesting to see whether their attitudes toward their work can ever be trained, the idea of liking challenges and being determined to solve problems, admitting when they do not know and then finding out, and taking pride in genuinely helping. I have also grown to love the distinctive manner of politeness and friendliness that I receive from most Chisholm agents. Whenever I have been tempted to divide my travel or deliberately avoid DM, Chisholm is the or at least a very prominent reason.
SLC is better than when the DM line first started but it still is not equivalent to how I was treated for years as a PE on NW by Chisholm.
IMO/IME CVG is still horrible; when they answer, I hang up. Not doing so is not worth the frustration and waste of time.
SLC is better than when the DM line first started but it still is not equivalent to how I was treated for years as a PE on NW by Chisholm.
IMO/IME CVG is still horrible; when they answer, I hang up. Not doing so is not worth the frustration and waste of time.
Dec 7, 2011, 7:56 am
#22
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,158
Is there a way to tell by the few seconds of hold music which location we're getting, or do we have to wait until an agent answers and figure it out from the accent or asking? I've noticed CVG is generally bad as well.
Dec 7, 2011, 11:58 am
#23
Original Poster
Join Date: Jan 2009
Programs: DL PM
Posts: 218
In my experience, CVG agents aren't very helpful and frequently dish out wrong information. SLC and DFW are better, but Chisholm is at a different level. Majority of the times, its clear when the call is answered whether its Chisholm or CVG or another center. Don't ask me what in particular makes it clear.
Training is one part of it, but what needs to change is the work culture and also the attitudes. These are much more difficult.
Training is one part of it, but what needs to change is the work culture and also the attitudes. These are much more difficult.
Dec 7, 2011, 12:48 pm
#24
Join Date: Dec 2002
Location: Washington, D.C.
Programs: UA Premier 1K: PlAAtinum; DL SM, MM; Marriott Gold; CO Plat Emeritus; NW Plat Emeritus
Posts: 4,776
Last time I had a huge IRROPS problem, it was wonderfully solved by an agent going above and beyond. I confirmed at the end of the call that she was indeed Chisholm. As an ex-NWplat, I couldn't help blurting out "we love you guys. We miss you"
Last edited by Alpha Golf; Dec 7, 2011 at 1:36 pm
Dec 7, 2011, 1:14 pm
#25
Join Date: Nov 2010
Location: BDL/HPN/JFK/FLL
Programs: DL Diamond Ham Sandwich
Posts: 1,051
My goodness what a difference. Interactions like that make you want to do more business with an organization. It wasn't that I was given anything special, just really courteous correct information delivered with a seemingly genuine interest in helping me achieve what I wanted.
Dec 7, 2011, 1:51 pm
#26
Join Date: Oct 2007
Location: DCA
Programs: DL DM, AA EXP, various hotel
Posts: 2,227
And I'm 99% they're not routing you based on which pre-merger airline you came from.
Dec 7, 2011, 2:06 pm
#27
Join Date: Nov 2010
Location: BDL/HPN/JFK/FLL
Programs: DL Diamond Ham Sandwich
Posts: 1,051
And I was just poking a little fun while pointing out I have no axe to grind about 'the good old days.'
Dec 7, 2011, 4:41 pm
#30
Join Date: Aug 2003
Location: Mesilla, NM
Programs: DL DM 4.7 MM MQM Marriott Ambassador Lifetime Titanium AA CK
Posts: 2,714
All they want to do is get you off the phone. I check daily for low award on about 4 reservations. They say they are checking but no is is that fast to check outbound and return. I know how long it takes to check. CVG just wants to get you off and move on.
