Awhile back I mentioned that US Airways (LCC) had been experiencing difficulties since its merger with America West. Now their complaints have spiraled out of control and the company is looking to hire customer service workers to deal with the thousands of emails and letters that keep pouring in on a daily basis. Many of the complaints have to do with difficulty navigating the website and discrepancies in frequent-flier accounts.
The company is offering $8.50 an hour. Big whoop. The only requirements for the job is that you have to be 18 years of age with a high school diploma or equivalent. Uh, oh. Now, I know that we’re not supposed to discriminate against age, but it concerns me that many 18 year olds don’t have the skills to handle conflict and I doubt that US Airways is going to invest the time to thoroughly train these people on how to deal with angry customers. However, the company says that the new staff will free the senior staff to handle these complaints.
I wonder if they have scripted emails and letters for all these complaints. Hmmm...We’ll probably get the “We’re sorry for the inconvenience. Please do accept our apologies. We have deposited 1 frequent flier point into your account. Thank you.”
Sorry, I’m a little cynical today...
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