Airline Customer Service

May 11 2011 Airline Customer Service BY sgf-admin TAGS Customer Service


Consumer advocate Christopher Elliott has a question to ask: "Can your business learn anything from the airline industry’s customer service philosophy? Why, yes." Elliott's broad points are:

  1. If you have an oligopoly, service doesn’t really matter.
  2. Treat your best customers like royalty; the rest are irrelevant.
  3. Tell them you’re “transparent” – whatever that means.
  4. When you’re profitable, take the credit; when you’re not, blame your customers.
  5. Make your customers think they asked for all of this.

At first I thought he was just being snarky, but he's got a point. Read the rest of column here.


0 Comment(s)