Minggu kepungkur United Airlines ngonfirmasi manawa, ing wulan April, bakal medhot saluran telpon menyang pusat panggilan asing sing dikontrak kanggo keluhan lan pujian pelanggan. Pelanggan sing duwe masalah sing bakal dirembug isih bisa nelpon nomer 800 umum maskapai kasebut, nanging, amarga sapa wae sing nyoba navigasi wit telpon otomatis United (utawa maskapai apa wae) ngerti, fokus ana ing adol tiket lan reservasi tweaking.
Saka kene, sanajan sampeyan mlebu menyang agen United Airlines sing urip, sampeyan bakal didhawuhi ngirim komentar sawise penerbangan, apik utawa ala, ing wangun layang lawas utawa liwat email.
Napa mandheg njawab telpon? Miturut juru bicara United Airlines Robin Urbanski, perusahaan kasebut nindakake riset babagan sukses garis umpan balik lan nyimpulake yen "wong sing ngirim email utawa nulis kita luwih puas karo tanggapan kita."
Nanging, akeh wong sing seneng lelungan, ahli industri perhotelan, lan wong-wong ing lapangan ndeleng penutupan pusat panggilan minangka langkah ngirit biaya lan langkah liyane saka fokus ing perawatan pelanggan.
Ing ekonomi sing angel, nalika njaga saben pelanggan sing sampeyan duwe luwih penting tinimbang sadurunge, pamindhahan United nggawe teka-teki wong kaya Zeke Adkins of Luggage Forward, perusahaan pengiriman bagasi saka lawang menyang lawang. "Sing ora jelas kanggo aku yaiku kepiye [penelitian] iki nyebabake United nyimpulake manawa ngilangi, tinimbang nambah, pusat panggilan bakal dadi keputusan strategis sing paling apik."
Liyane curiga yen ekonomi saya saya tambah lan anggaran saya tambah, pusat layanan pelanggan langsung uga bakal ilang ing papan liya. Nanging iki ora ateges lelungan sing sopan kudu mandheg menehi umpan balik babagan layanan. Kita mung kudu sinau sawetara katrampilan anyar - lan ngasah sawetara sing lawas.
"Iki minangka katrampilan sing bisa dikuasai sapa wae lan kabeh wong kudu," ujare Betsy Whitmore saka Angie's List, situs web sing ngajak para konsumen kanggo menehi rating lan mriksa perusahaan lan layanan. "Apa lelungan, dandan omah, utawa layanan restoran, ora ngomong babagan layanan sing ala utawa apik iku ngrusak sampeyan lan perusahaan sing melu."
Whitmore bener, ujare John Crotts, direktur program manajemen perhotelan lan pariwisata ing College of Charleston. "Pelanggan utawa tamu sing sambat minangka kanca paling apik ing bisnis. Dheweke ngandhani sampeyan ing endi masalah sampeyan lan menehi sampeyan kesempatan kanggo mbenerake kesalahane, saengga tetep setya. Saran kanggo wong sing seneng lelungan: "Ngomong-ngomong!"
APA sing kudu dijupuk saka ARTIKEL INI:
- According to United Airlines spokesperson Robin Urbanski, the company did research on the success of the feedback line and concluded that “people who email or write us are more satisfied with our responses.
- From here on out, even if you get through to a live United Airlines agent, you'll likely be told to send post-flight comments, good or bad, in old-fashioned letter form or via email.
- Customers with issues to discuss will still be able to call the airline's general 800-number but, as anyone who's tried navigating United's (or any airline's) automated phone tree knows, the focus there is on selling tickets and tweaking reservations.
