There was a lively discussion here at The Speech Improvement Company about service-oriented corporate culture, the attitudes of front-line employees, and if misaligned, how to fix it.
Clearly, United Airlines needs to fix it. “Fly the friendly skies” stands in stark contrast with the image of a bloodied Dr. Dao.
I recall one trip home from Japan on United Airlines in first-class. I was hanging out with a flight attendant, and she was complaining about other passengers to me. She said, “These passengers think they are so special. They expect everything, don’t they know this is no different than taking the subway?”
I was astounded that she just compared a $15,000 plane ticket with a $1.25 subway fare. Here was a clear disconnect between the employee on the front lines and the marketing and sales departments who sell premium first-class tickets based on how great the service will be. Wow.
Here are 8 things all companies, not just United, need to do in order to turn poor attitudes into exceptional customer service.