As a marketing, branding and public relations practitioner since 1990s, I also wear another even earlier hat, that of customer service and process quality (since 1980s). What can the recent United Airlines incident benefit from an enlightened service approach?
Tag: customer service Page 1 of 7
Recently, there was furore over a couple of companies which pressed for “unlimited revisions” in their creative briefs, which some media published and sparked lots of debate, especially in the creative industry. The good thing was that the companies revised their briefs and took away the “unlimited revisions” clause. Happy ending?
Today, my family had the most unpleasant experience at a local McDonald’s outlet, where patrons waited for an hour (my family waited for half an hour) for what seemed like simple breakfast orders. The problem? Let’s start with the new self-service kiosks.
When it comes to a crisis that demands an apology, the hackneyed responses that I have read, heard or seen in many such occasions, are often criticized and ridiculed. It is not difficult to see why.
We are simple consumers. We have a simple wish – to have a pleasant experience whenever we enter a service establishment, and to come out of it just a little happier. Is it that esoteric a wish? I do not think so.
It seems ludicrous that a company would sue its paying customers, since customers pay the bills and ensure the survival of a company.
