Hi,
I have to agree, in part, with Jim on this.. Only from what the OP writes, and since no clear objective measurements are provided, I tend to agree that CX's staff were probably looking to insure it met their cabin baggage standards as disclosed online..
That said, as it is with any customer-staff interaction, a lot of the overall impact can be made better, or worse, by exactly HOW does that interaction take place...
I do think that in a great many of cases that a request for verification of size/compliance be made without it it turning into an accusatory or similar encounter.. it's very much in the tact.. the approach..
Sure, some people will see it in a negative light no matter how it's approached, that's life, but I do think that most people are reasonable and can understand and accept reasonable requests when presented appropriately.
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