The Good Experience blog has an amazing epiphany on where good customer service begins - and it the airline industry it begins with Check-in. Design and user interface are a tell tale sign of what is to come, and I never really thought to look there. In my continued rant against the miserable American Airlines customer service, I appreciate the post and how it highlights the fundamental lack of customer service consideration, even in the design of the kiosk.
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How about the way you're greeted when you use an ATM? If I put my ATM card into the machine, don't you think they should know that I prefer English over Spanish? That I don't want a receipt?
Posted by: Glenn (Customer Service Experience) Ross | March 22, 2007 at 09:03 PM