I read the news headlines and the big topic today is a study by the University of Michigan that says that customer service for the airline industry is at a five-year low. After reading a couple articles, like this one and this one, it seems that people want to blame high fuel prices and lack of resources on the low level of service.
Now, from my experience and understanding of customer service, isn't it all about connecting with your customers, being courteous, and helpful? Does high fuel prices and "lack of resources" suddenly change the way you act towards other people? Since when does a full flight alter customer service? I know I've been on full flights before and the service was still great...example: Southwest Airlines.
There seems to be more excuses and not enough action. I'm tired of excuses, aren't you?
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