We often hear about bad customer service, but what about a company that is successful at being consistently bad and what is the reason? We looked at a Canadian airline who’s Twitter handle is linked to a long list of bad customer experiences. We thought it would be funny to highlight a few?
So Why Don’t They Fix It?
This is a good question, and I am going to take a guess at why that could be. 1 reason is that the company has so many systemic problems that they don’t know where to start. The problem is likely due to overworked employees, who have no vested interest in the company they work for which spreads from the top down. This anger and frustration usually starts with staff and is then passed on to the customer.
How Do They Survive?
Well, starting an airline is expensive so if they have been in the game long enough, the competition exists but it’s not enough to either put them out of their misery or force change. If a restaurant in your local city had customer reviews like this, they would likely go out of business since their are hundreds of thousands of options. In this case in Canada there are only a few other choices.
The Silver Lining
A good place to start listening to hear what your customers have to say is go on Twitter and see what the public has to say, and listen closely to the negative and then begin fixing those issues. The second major step is to create a place where your customers can complain directly to you and the upper management directly. We suggest a community as a perfect way to gather this feedback. It allows decision makers to hear the complaints and keeps your dirty laundry from being aired online for the world to see!
If you would like to find out more about how a Community could help you with customer experience management and or employee management then please do not hesitate to contact us.
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