The month of May provided two salient reminders of why the airlines aren’t exactly known for exemplary customer service. First, there was Spirit Airlines’ refusal to refund a ticket to a dying Vietnam veteran. The story went viral via thousands of Twitter and Facebook shares that lamented the carrier’s insensitivity. Just last week, the discord spread to YouTube when aUnited Airlines customer uploaded video of a ticket agent who willfully ignored every question he asked from the moment he approached the counter–until she asked security to escort him away. 

With the advent of social media, every consumer with a smartphone and a gripe has been empowered with his or her own barrel of ink, so it’s no wonder that companies in every industry are going to great lengths to avoid embarrassing episodes such as these. But with so much emphasis on the don’ts of customer service, it’s easy for the dos to get lost in the shuffle. As a result, not enough attention is paid to the ways in which employees can enhance and enrich corporate brands that are comprised of much more than a logo, color scheme, and marketing strategy.

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Peter Westerman


Credit Union Times

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