226: Let's Talk About Airline Customer Service

Adam and Jeannie share some lessons we can all learn from recent airline customer service disasters. What can we learn from airline customer service? There’s been so much in the news about airline customer service, it’s time we talk about it here on Crack the Customer Code! Including, but not limited to the customer who was dragged off his United flight, we’re not sure any airline has been left unscathed. “This was so visceral that I think people did respond in a very emotional way.” - Jeannie Walters It’s not news that airline customer service a long way to go, but more common issues are getting more public attention in the wake of these high-profile incidents. Clearly, there’s a theme of processes and regulations superseding the customer experience. Even United CEO Oscar Munoz has come right out blaming not his people, but the outdated processes they’re chained to. “There are people there that know better, so why are their voices not heard?” - Adam Toporek Today, Adam and Jeannie share their take on what’s happening with airline customer service, what’s causing the biggest problems, and why we’re seeing little improvement. What can you learn from airline customer service? Find out how airlines’ processes, regulations, corporate politics, and poor culture prevent them from doing right by their customers. Could this happen to you? Listen in to find out, then take action! Related Content 360Connext® post, This Is What an Epic Customer Experience Fail Looks Like Customers That Stick® post, Southwest Airlines: A Service Recovery Surprise Episode 215: (Tip) Losing Control of the Customer Experience Episode 123: CXPA Live, Regulated Industry Challenges We're on C-Suite Radio! Check it out for more great podcasts Sponsor message: Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers.