Almost all of Customer Service these days is canned responses. It isn't just the airlines. That is what people need to start realizing about Customer Service Reps. They are nothing more than messengers. They are armed with a slew of canned responses put in place by management to use, given the situation. They have no control over it whatsoever. You shouldn't be mad at the person responding to your e-mail. She is just doing her job as she is instructed to do.
It is really to the point that there really is almost no reason to complain to companies now days. It is almost better to just let things be and not get stressed or get your blood pressure up over these things. I realize some people will say that nothing will change unless people voice their complaints. The point, however, is that the only people seeing these complaints are the Customer Service Reps, who have no control over the situation, do not make the policies, are simply armed with canned responses and ultimately, do not care. They are just counting down the minutes to getting off. This point is clear in that your e-mail was sent straight to one of those Reps, rather than the CEO taking time to read it. He doesn't care either. If the people who can actually make a difference (the people at the top) do not care to read or respond to complaints, than what is the point?
I hate to say it, but I've worked in Customer Service for years and unfortunately, it is the complaints that usually get passed around the office for people to read and laugh at. Sad, but true. It almost helps pass the time and people just end up sitting around laughing at customers rather than worrying about trying to help. I've worked in several different industries, including the airlines and it is all the same.
|