02-16-2010
03:38 AM
If you are honest about reassessing your "people of size" policy (and customer service methods, I hope), then I commend you. However, I have followed Kevin Smith on Twitter and listened to his SModcast episode detailing his experience.
First off, I am shocked that the employees involved were allowed to conduct themselves as they did. In my seven years of customer service I have seen a lot of apathy and can never understand why it s allowed. It also seems that there were alternative methods that could have been taken.
Secondly, there is the girl Mr. Smith mentions on SModcast who was expected to purchase a second seat when the plane was nowhere near full. All the statements SWA has made single Mr. Smith out as the sole injured party. Has SWA made any attempt to apologize or rectify HER experience?
I sincerely hope you're being truthful about your company's attempts to rectify this issue in the future. I would also bight recommend sensitivity training and refresher customer service classes.
Customer service employees are a business's first line of defense. While I fully understand how difficult and stressful it can be, they're job is to ensure a customer's satisfaction not humiliate them.
Set the bar for stellar service and other companies will follow your lead.
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