If there's one industry that has the worst reputation for service, I would probably say it would have to be the travel industry. You would think that 9/11 would have changed the way airlines treat their customers. (You would think that 9/11 would have changed the way we treat our fellow human being - period. But that's another issue...)
The whole airline industry is in utter chaos!
Ok, I'm calm now....(gotta vent once in awhile...sorry!)
That said, Rick Spence offers his explanation of why the travel industry is the way it is:
“I think the problem with customer service in the travel business is a lack of staff training resulting in a shortage of respect for the client....
Clearly, none of these "service" employees have been properly trained in their real duty - making sure that the next time the customer travels, he or she will fly with/stay with/visit their employer again.
If travel-industry employers taught their employees that today's customer is tomorrow's raise, next year's promotion and long-term job security, then perhaps customer service would be valued more as a vital part of the marketing function instead of an unrewarding herd-management chore."
So, we're back to this lack of training issue. Although I do agree that lack of training is part of the reason of this decline in quality service, I do have to state that another reason is simply that many people are just not happy anymore.
And the reason people are unhappy is because they haven't found fulfillment and purpose in their jobs. Plus you can add on that they're probably not appreciated by their employers. The employers are not happy because sales are not what they should be, thus blaming the employees. It's one huge vicious cycle of unhappiness.
I think in customer service training they should have a course called "The Art of Being Happy"...
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