Quote:
|
over-apologize and make yourself look good
|
I'm apologizing because the customer was treated wrongly... I want to make it right so that he will hopefully return to Delta for future air travel. It has nothing to do with making myself look good. If you spend any time on this forum at all you would know I am not worried about that.
Quote:
|
why don't you contact Ms. Woodson and get her side of the story?
|
And how exactly do you suggest I go about that? Email her and say, hey, I heard a story about you being mean to a passenger, why don't you tell me what happened? Riiiight, I'm sure she would jump on that real quick and send me a full statement. Not to mention, she's not in my region. I'm in ATL, she's in PHL.
Quote:
|
It is entirely possible that this passenger is exaggerating and may have been a lot later than 3 minutes. Also if you weren't there, how could you possibly know the tone or dynamics of any conversation?.
|
Possible, sure... Probable, not really. Again, if you would spend a little more time on this forum, you would realize it is fairly easy to spot the folks who are stretching the truth in their favor. This is not one of those cases. Nuff said.
Quote:
|
If Ms. Woodson is indeed a supervisor, it would stand to reason that she already has a lot of customer service experience and does not need more "training".
|
Your reasoning is wrong. Supervisors don't necessarily receive any extra training. They are picked to be supervisors based on their experience and abilities. Obviously you will have some grumpy ones that slip thru the interview process that probably shouldn't be entrusted with the extra responsibility. It's unfortunate but it happens. That is one reason I keep encouraging EFJ to write a complaint, so that the incident can hopefully be reviewed and determine if she should really be a leader or if she was just having a bad day.
Quote:
|
You should be more open to learning both sides of the story before you direct people to write and call, thereby serving as one-sided judges and executioners.
|
He was going to write a complaint to Delta whether I told him to or not, I simply provided the addresses so he wouldn't have to look them up himself. I am not the judge nor the jury, that is up to the complaint resolution office at Delta.
Quote:
|
the moderators should **** out personal names of airline employees.
|
Our policy about wearing name tags is that customer facing employees have 2 options for their name tag. It can either be a first initial and last name or first name and last initial. That fact leads me to believe that she told him her name, in which case, she had to have known that it would be used in any complaint written. If she didn't want he name to be used, she wouldn't have told him.