Delta Airlines Workers Are Being Taught to Play Nice: What to Expect
Evidently companywide customer service training is only done in dire circumstances at Delta Airlines. After all, a new training program for all 11,000 customer-facing employees is the first in about 10 years, and only comes as a result of extremely high cancellation rates and very low scores in customer satisfaction.
But the airline is trying to improve its track-record, as JetPacker reports. They’ll be teaching employees how to deal with angry and upset customers over the span of a single, full-day course.
The bigger news may be in the Wall Street Journal’s in-depth coverage of the program. There, it’s noted that Delta is focusing mainly on its high-value customers. Those are the elite level frequent flyers who represent more than a quarter of bookings at the airline. That means the policy training may not trickle down to us regular-folks flying coach at all.
Image: Dean Morley /Flickr
But what stands out is that the consumer complaints aren’t actually being addressed by any action, merely a more deft touch of language. Excessive bag fees are now to be described as “part of an a la carte program” where you pay for what you want. Not sure if that’s going to help much, Delta.
The increased emphasis on customer service is good news for airline passengers, but one wonders whether that will solve any real customer service problems or change customer perception of Delta at all.