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After Hours
How Bad is Airline Service, Really? And Other Customer Service Complaints
Oct 31, 2018
Ryan Buell joins Youngme and Mihir to debate airline service complaints and customer service issues. They explore reasons behind complaints, incremental price increases, pre-tipping, automation benefits, and employee well-being impact on customer experience. Anecdotes on exceptional service and genuine apologies are shared.
29:35
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Quick takeaways
- Transparent communication can enhance airline customer experience.
- Empowering employees leads to exceptional customer service and satisfaction in organizations.
Deep dives
Challenges in Airline Industry Customer Service
Despite the high safety standards and on-time performance in the airline industry, passenger dissatisfaction remains significant. Airlines have unbundled services to cut costs, causing surprise among customers. Transparent communication and involving passengers in resolving issues could enhance the flying experience.
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Discover
highlights
Listen to the best highlights from the podcasts you love and dive into the full episode