02-18-2010
04:23 PM
2 Loves
I applaud Southwest's loyalty to its employees -- very rare in the business world to publicly side with its employees, and a brave, valuable, and underestimated commitment to those people who work for the company around the country.
However, speaking as a customer on the other side of the ticket counter, I believe this blog post reiterates what is often the airline's blinders-on approach to customer conflict, i.e.,
"We acknowledge receipt of your complaint. We're sorry you (think you) had a bad experience. We don't (choose to) see it. However, we'll give you a voucher for your (perceived) trouble."
More outside-the-headquarters objectivity and good PR advice might help them have the best of both (employee and customer) worlds.
... View more
02-18-2010
04:18 PM
2 Loves
I applaud Southwest's loyalty to its employees -- very rare in the business world to publicly side with its employees, and a brave, valuable, and underestimated commitment to those people who work for the company around the country.
However, speaking as a customer on the other side of the ticket counter, I believe this blog post reiterates what is often the airline's blinders-on approach to customer conflict, i.e.,
"We acknowledge receipt of your complaint. We're sorry you (think you) had a bad experience. We don't (choose to) see it. However, we'll give you a voucher for your (perceived) trouble."
More outside-the-headquarters objectivity and good PR advice might help them have the best of both (employee and customer) worlds.
... View more