Delta to Spend $1B on Customer Service Upgrades

kellwolf said:
I think "demographics" was a poor word choice. Pretty much ANYONE from the Memphis area, be they white, black, green or polka dot seems to suck at customer service, no matter what they're pay rate.
Click to expand...

Maybe I'm just super easy to get along with but, I have always had great experiences in MEM. Of course it was always a PITA to be vectored all over creation when there where no other airplanes in the pattern but, the airport itself was always pleasant enough. Especially Interstate BBQ, Mmmmmm Interstate BBQ...........
 
Capt. Caucasian said:
I just don't see what yall are talking about. I am from Atlanta. My family has been here since the 1840's (textile mill workers). I see everyone around me as family and I treat them as such. I almost always get the same respect back.

I went to high school with many of the agents in ATL. They were good folks back then and they are still today. I think that if someone consistently has problems with other people they might need to look in a mirror.
Click to expand...

I'd like to extend an invite to come hang out on C or (especially) D concourse. You'll see what we mean.
 
Capt. Caucasian said:
I just don't see what yall are talking about. I am from Atlanta. My family has been here since the 1840's (textile mill workers). I see everyone around me as family and I treat them as such. I almost always get the same respect back.
Click to expand...

You know, my mom's side of the family, previous to moving to Louisiana, "worked" for an Italian immigrant family in Atlanta during that period.... Hmmm....
 
Capt. Caucasian said:
I just don't see what yall are talking about. I am from Atlanta. My family has been here since the 1840's (textile mill workers). I see everyone around me as family and I treat them as such. I almost always get the same respect back.

I went to high school with many of the agents in ATL. They were good folks back then and they are still today. I think that if someone consistently has problems with other people they might need to look in a mirror.
Click to expand...

Don't get me wrong I have no problems with Atlanta. It's a great city, there are alot of good people around. Plenty of history, sights, entertainment, etc. I like the area a lot and I'd love to move there. I'm just saying that I seldom have good experiences at ATL, especially out of C & D. But I did include SLC in that category. I'm from Salt Lake, lived here my whole life. My family has been here for a long time too, the people are nice and overall they also treat others "like family" (IMO). But again many, not all agents, are not that great. I have lots of family and friends that travel out of SLC and say the same.

But my point was not to point out where good and bad agents are. I'm just saying that maybe if some got paid better, they'd treat the passengers better. After all, they are in customer service.
 
Capt. Caucasian said:
Dude, you know I love ya but, what do you mean? Please tell me you are saying something other than what I think you mean.

BTW, I have had wonderful experiences with our agents in ATL, NYC, LAX, etc. Almost never do I run into someone that is just a bad person.
Click to expand...

I mean the culture of who they have to choose from. Just sit back and watch the agents in MEM....esp at the regional gates and C&D in ATL.

Rude and don't want to be bothered with doing work. I absolutely despise that attitude. If you haven't seen it... well, I don't know what to tell you because everyone else here sure has!

There are some fantastic gate agents in ATL for sure... there are some that are the exact opposite as well.
 
At least DL is actually trying to put first class in the -700s. They serve you full service first class on Delta Connection flights with the exception there is no oven so nothing can be warm/cooked. United had the UAX CR7s delivered with first class, and you don't even get so much as a snackbox on flights under 2.5 hours.
 
Doug Taylor said:
You know, my mom's side of the family, previous to moving to Louisiana, "worked" for an Italian immigrant family in Atlanta during that period.... Hmmm....
Click to expand...

Hey, I'm Irish (and German, and Scot, and English)! But, no Eye-talian in me. It's unfortunate because their food is better. :p
 
PeanuckleCRJ said:
I mean the culture of who they have to choose from. Just sit back and watch the agents in MEM....esp at the regional gates and C&D in ATL.

Rude and don't want to be bothered with doing work. I absolutely despise that attitude. If you haven't seen it... well, I don't know what to tell you because everyone else here sure has!
Click to expand...

I think a lot of that is a result of being over-worked and under-staffed. Sure, there are bad apples but, by and large, I don't believe that the folks set out at the beginning of the day thinking to themselves, "I'm going to be rude and lazy all day long!" :p
 
ChasenSFO said:
At least DL is actually trying to put first class in the -700s. They serve you full service first class on Delta Connection flights with the exception there is no oven so nothing can be warm/cooked. United had the UAX CR7s delivered with first class, and you don't even get so much as a snackbox on flights under 2.5 hours.
Click to expand...

Ohhhh, you need to try the snack boxes on NW, man those things are soooo gooooddddd. I stole, (cough cough) found one aboard one time and man they are good.

Man those CRJ7 are cramped enough, they don't need first class.
 
kellwolf said:
You'd have to hire outside the MEM and ATL metro areas for that. That's pretty much consistent across the board in this town, at least. I had a Taco Bell drive-thru attendant almost throw my incorrect order through my car window at me the other night. I have yet to find a Taco Bell within 20 minutes of my house that doesn't have ghetto fab employees that act like they're just standing there collecting money rather than actually WORKING for their pay. I keep trying, though. So far, I've crossed at least 4 Taco Bells off my little map, meaning I'll never go there again.
Click to expand...

I have better luck with TB's up here. You can tell that a lot of their employees are trained to be "reformed" while they are at work. With the exception of one rogue employee a few years ago that always gave me a Pepsi when I asked for a Mt. Dew, it works up here. Arby's, Burger King, and Cousin's on the other hand...those places are a crap shoot in WI. There's nothing like a good Whopper, unless the bun is nowhere NEAR fresh.
 
CRJDriver said:
Delta to Spend $1B on Customer Service Upgrades

•Installing winglets on more than 170 Boeing 767-300ER, 757-200 and 737-800 aircraft to extend aircraft range and improve fuel efficiency by as much as five percent.
Click to expand...

How is this improvement on customer service? It'll improve aircraft operating efficiency and thus save the company operating costs, which, is going to pay for the winglets. Once they're paid off, are those winglets going to magically improve their gate agents' manners? Are those winglets going to shield them from delays?

Put in massaging lazy boy chairs in the gate waiting area! That'd be customer service upgrade, not winglets.
 
Capt. Caucasian said:
Maybe I'm just super easy to get along with but, I have always had great experiences in MEM. Of course it was always a PITA to be vectored all over creation when there where no other airplanes in the pattern but, the airport itself was always pleasant enough. Especially Interstate BBQ, Mmmmmm Interstate BBQ...........
Click to expand...

Love me some Interstate. There's one that opened up 5 minutes from my house in an old Pizza Hut. :)

As far as the agents, they may treat YOU with the same respect, but what embarrasses me is how they treat the passengers. A lot of our agents (and by our I mean Pinnacle. Delta doesn't do our gate agent stuff here in A, C and the far reaches of the B concourses) treat the passengers like they can't wait for them to go away so they can go back to either doing nothing or chatting on their cell phones. If you gave them an extra $2 an hour, the only thing that would change is they would have better cell phones.
 
Capt. Caucasian said:
I don't believe that the folks set out at the beginning of the day thinking to themselves, "I'm going to be rude and lazy all day long!" :p
Click to expand...


They don't THINK about it. It's just in their nature and all they know. I don't get up thinking "I'm going to provide good customer service if I see the opportunity." It's just drilled into my head from previous training. If I see something in the area of bad customer service, it's like nails on a chalkboard to me. The problem is, probably 90% of our customer service agents at Pinnacle haven't been through any kind of customer service training. All they know is what thye see others doing.....and getting away with. I've even offered to run a customer service class loosely based on Disney's stuff. Was told it would cost too much.
 
CRJDriver said:
•Installing winglets on more than 170 Boeing 767-300ER, 757-200 and 737-800 aircraft to extend aircraft range and improve fuel efficiency by as much as five percent.
Click to expand...

NOOOOOOOO winglets look like crap. They make the airplanes look like chick planes. Only the high ones on the 737s look good.
 
Re: ATL and MEM...dunno what Wilson and Atlantic in MEM and ATL (respectively) pay, but I've gotten consistently good service and attitude from both. Especially Wilson in MEM. I was flying a crappy beat up MU-2 on a fed check run (not exactly a Premium Customer) and they did everything but roll out the red carpet when I taxied up. The fuel truck was always waiting when I shut down and most times they were done fueling by the time I'd hit the bathroom and gotten some coffee. Maybe DAL needs to take a page from their books. Treat your employees well and they'll treat your customers (and by extention, you) well.
 
Boris Badenov said:
Re: ATL and MEM...dunno what Wilson and Atlantic in MEM and ATL (respectively) pay, but I've gotten consistently good service and attitude from both. Especially Wilson in MEM. I was flying a crappy beat up MU-2 on a fed check run (not exactly a Premium Customer) and they did everything but roll out the red carpet when I taxied up. The fuel truck was always waiting when I shut down and most times they were done fueling by the time I'd hit the bathroom and gotten some coffee. Maybe DAL needs to take a page from their books. Treat your employees well and they'll treat your customers (and by extention, you) well.
Click to expand...

I've ALWAYS heard good thing about Wilson. I think they're one of those local family owned places that WILL sack you if you slack off. In the FBO world, good customer service is gold.
 
You must log in or register to reply here.
Back
Top