Quick question (well at the bottom of this ) - many programs do targeted promotions to certain members of their programs. Often times those promotional details are posted here on FT.

There was one in particular recently that I wanted but was not targeted for. So I called the program in question, told them that I needed to book some travel and had a choice of their program or others and that not being considered for the promo would give me incentive to book with their competition.

They allowed me to register for the promo, but mentioned that I was "threatening" them with my statement about booking with the competition instead. I responded that I didn't view it as a threat - merely as a business decision - for both them and I, and they could just as easily choose to target me for these promotions in the future (or choose to not target me), just as I could choose to give them business or not.

Was I out of line?

They actually used the word "Threatening"? It sounds like you gave them a suggestion not an ultimatum.

Is it just me or is customer service worse than ever across the board? It seems like half the CSRs i talk to are displaced used car salesmen that take a personal affront when you ask them to offer you a reasonable deal. They seem offended when you are not satisfied with their services.

Yeah, I asked her to repeat because at first I thought she said something else at first.

She sounded like a very friendly (and intelligent) woman and we both were calm and cordial throughout the discussion - I was just a little surprised that the term "threaten" was used.

I guess I can't really complain about customer service, since I got what I was looking for, but I would hope that this person's opinion isn't that I "bullied" my way into a promotion - that's not how I like to conduct business or treat others.

Ethics shmethics! It was a straightforward negotiation � you proposed a somewhat pointed deal and they accepted. You should not let a comment of being �threatening� bother you at all. You cut to the chase and did not beat around the bush � I wish more people could be that direct. They had the option to say �NO�.

Any hint as to which program? Now we are getting into FT ethics Please PM if you don�t want to broadcast.

Targeted and ethics dont belong in the same sentence

Sounded like the word "threat" was used in a businesslike give and take. However, did you tell the truth about needing to book some travel now?

i don't see a problem here....the op was definitely not out of line & the agent probably didn't realise what she was saying until after she said it....

Not at all, they had the option/right to state that that offer was not offered to you and doesn't apply, just as you had the option/right to move on a book with someone else.

The other way to look at it is that they are trying very hard to make you pay as much as possible - despite whatever claims they make as to having low prices, good service, fair business practices -> whatever the company uses to promote themselves...

If you were "threatening" then the company must have been trying to "trick", "take advantage", "overcharge", etc.. you by not offering you the promotion offered others.

I wonder if her supervisor would have been that this agent used the word 'threaten'. I might have asked to be transferred to her to find out.

It was a UA promo.

Yes, I have six return flights I need to book for travel this month and into May. Unfortunately, the first one is now so close to departure that UA has priced themselves out of the running.

Well the "threatened" woman was the supervisor - the first agent I spoke with flatly refused involvement, saying promotion eligibility is determined by another area and there was nothing she could do.

Yes.

The problem with most (NOT ALL) Customer Service is that the reps generally have little to no incentive to actually help solve the issue at hand.

How many times have you called a CS # and basically had a drone-like human on the other end respond to you by reading off pre-determined prompts from their computer screen. Of course, if you even get to the drone-human instead of the automated services, you should consider yourself lucky!

In my opinion, CS should be commission based. Or a hybrid of commission/salary. With the proper amount of incentive to help a customer AND help the company, the level of service provided would increase, as would the level of satisfaction from customers.

Being someone who owns numerous car washes in CA, I have to deal in customer service ALL THE TIME. A perfect example, which happened yesterday:

Lady is suing our car wash for breaking her cup holder and center console. My manager, instead of trying to resolve the issue himself, simply told her to bring the estimate for repair... lady brought it, it seemed too high from the dealership, and the manager told her no. Next week, we're sued by customer. I have to get involved now, and talk to customer, spend time on the issue, and realize that the dealership is replacing stuff which doesnt need to be replaced. Suddenly repair cost becomes acceptable, and we resolve issue out of court, except that I've lost a customer of 8 years.

Of course, if the manager had resolved the issue, I would have given him a small bonus, as I've done in the past. Proper Customer service requires someone to CARE about the issue, and make it THEIR issue until the problem is solved.

That is a great example of how poor customer service can cost a company money.
But why did your man do such a lousy job? You didn't say.

It appears your guy was doing what he thought you wanted him to do, but he wasn't -- not at all. Why not?

Why didn't he say, "We broke it, we'll take care of it" rather than dropping it back on the customer to do all the work? Anything that starts with the aggrieved customer getting his own estimate probably won't end well for you, cost-wise.

CS attitudes and approaches come from somewhere, and that somewhere is "The Top".

Wirelessly posted (BlackBerry8830/4.2.2 Profile/MIDP-2.0 Configuration/CLDC-1.1 VendorID/105)

I agree with the op's original thoughts -- not at all unethical.

I don't see a problem with this at all. You were not "targeted" on the promotion, but you were willing to give the airline some business they would not otherwise receive if they let you in on the promotion. So long as you were open and honest about wanting to fly the airline and were going to follow through with the bookings, I see no problem at all.

Sometimes I find that some CSR's think it is their job to be difficult and not helpful. Other CSR's are perfect gems. I remember an instance over 20 years ago involving UA where I wanted to take a very unusual routing because I wanted to fly UA instead of CO on a vacation trip with a stopover in Chicago to catch a Cubs game. The CSR was very helpful and UA matched the price and two or three days of "negotiations" with me.

I have found that if you don't get the answer you want, politely end the call and try again later. You may eventually get someone who will get you what you want, but only after listening to some music and being on hold for a couple of hours.