Whenever there is a problem, passengers usually turn to customer service representatives for help. But what happens when they hang up on you or say, “I don’t know what to tell you”?
It happens more often than you think.
When customer service employees treat consumers like nuisances, a manageable situation can easily turn into a nightmare of bad publicity.
People these days expect a lot out of their airlines; but the one thing that is always in the company’s hands is how it deals with clients. That alone can taint or significantly improve an airline’s reputation.