Mr. Pawlowski gets Ditched in this article for 2 reasons. First, the general public is connecting with this story not because they have somehow come to the entertaining realization that we are all rude on planes. Rather, it is because Mr. Slater was so brazenly able to do what most everyone wishes they could do on their bad days at work. Take this job and shove it! Second, the airlines are given a "Get Out of Jail Free" card in this article. Are people truly growing more rude OR is the airline industry growing more intolerable? Many people are on edge while flying, chiefly because it is still a high-anxiety routine. Many are on business and inevitably have a tough time leaving work frustrations at check in. That is never going to change. Airlines and attendants should realize that and adapt. They are in a customer service position and customers are not always happy. However, many people are on edge while flying because airfares are increasing, baggage fees are increasing, delays are increasing, and the one thing you wish you had, the ability of someone in a customer service position to empathize with you and help assist, is decreasing. You are charged a fee to check a bag. This causes more people to try and carry on. This delays boarding and deplaning. This causes a highly frustrating experience. Airlines are worsening the experience they offer their customers AND magically hoping that the customer is able to give themselves a boost in patience. That is not the way any successful business handles their customer service. If airline attendants are unhappy with the way they are being treated by disgruntled passengers, perhaps they should look to their management to make changes that give the customers a fighting chance at being satisfied with the service.
No comments:
Post a Comment