No employee should be treated poorly by customers. I feel bad for the people who work at the airport luggage office. The office is usually next to the baggage carousel, and the airline employees who work there interact with one passenger after another, all with the same complaint: My luggage is lost! Nobody ever goes […]
No employee should be treated poorly by customers.
I feel bad for the people who work at the airport luggage office. The office is usually next to the baggage carousel, and the airline employees who work there interact with one passenger after another, all with the same complaint: My luggage is lost!
Nobody ever goes into that office to say, “Thank you, my luggage is here. You guys do a great job!”
Recently, the Edinburgh Airport in Scotland came up with a solution to deal with the many calls from irate passengers verbally abusing its employees. According to a BBC News story, the Edinburgh Airport decided to simply disconnect its customer support line.
It turns out that 90% of the complaints the customer support team received had to do with lost luggage. An Edinburgh Airport spokesperson said, “Unfortunately, we have seen a rise in the amount of abuse our teams are facing from passengers. Although we appreciate the frustration they are facing, it is not acceptable and there is no excuse for abuse.”
I couldn’t agree more with the reason. However, the solution to cut the customer support number is a bad one. Not all customers are abusive. They may be upset and angry about their lost luggage, but most people aren’t abusive.
The decision to cut the customer support number means that the good customers are now penalized for the “sins” of a few. Furthermore, the frustration level gets even higher if customers can’t get the support they need.
It is important to note that while the airport gets calls for lost luggage, the responsibility falls to the airline, which sends passengers to the airline’s luggage office or customer support number.
You don’t have to be an airline to appreciate these seven ideas. Not all may work for your particular situation, but one thing definitely will not work: eliminating the calls by disconnecting the phone number.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
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