Mar 3023 Lecture Notes - Lecture 14: Klm, Ticketmaster, American Express
Document Summary
Chapter 14 class notes: gmworst customer service: comcast, nbc news customer service calls (july 2017) Some companies purposefully make customer service calls bad. The reason is to make you give up on your complaint/issue. Companies make customer service inefficient on purpose so you give up: companies with best customer experience ratings: Amazon, american express, apple, chick fil a: lowest customer service: Cable companies, bank of america, walmart, ticketmaster: establishing customer service policies. Ease of doing business: tracking performance through customer service. Line fill rate: united airlines negative customer publicity. Passenger forcibly removed from flight to transport crew. Key problem that facilitated the incident: employees were not empowered to fix the problem (could have offered ore 21884$ until people volunteered, but policy did not allow front line employees, gate agents, to make that decision) Resulted in pr nightmare from united, which continues today. Pet deaths newest problem: klm airlines customer service. Smells items and finds person it belongs to: direct marketing.
