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Oct29
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  I hope this isn't one of those seminars where executives hype you up to feel good about the company, but then don't follow through on the initiative. One week later and employees are back to the same old thing. It'll take another year for us to see if they're actually serious about improving customer service. Should Southwest be worried?
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Stephen - You're absolutely right - great customer service starts with the leader which is something I've talked about here before...Let's hope the NWA's CEO is walkin' the talk!
Maria,
I attempt to continue the discussion here:
http://www.allbusiness.com/marketing-advertising/relationship-marketing/4968403-1.html
Regards,
Glenn
I do not think Southwest should be worried. I live in a city where NWA has about 3 flights a day. Over the course of the past few months, I have heard multiple stories about flights being cancelled without good reason. Although I applaud the effort, the inconsistency is almost a dealbreaker for me. As someone who has flown quite a bit, I will have a tough time flying NWA in the near future.
» Before Customer Service Can Change, the Culture Must Change from CustomersAreAlways
In response to my recent post about Northwest Airlines, Glenn Ross of Customer Service Experience says that before NWA can start to correct the customer service attitude of the company, it must first fix the company culture. Kim Shuford made... [Read More]
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Maria,
The good news is that at least there is another customer service initiative being launched.
The bad news is the nagging sense that they still do not get it.
One line in the article particularly caught my attention - "Now Northwest is beginning a far-reaching training program for front-line workers that it hopes will be the first step toward revamping its company culture and winning itself a better image with customers."
Unfortunately, in corporations, culture flows from the top down. If they really want to "revamp (the) company culture" it needs to start at the top (in most companies, a place that is notoriously bereft of any CS awareness) - instead of beginning and ending (as you point out) at the bottom.
Stephen Da Cambra
Posted by: Stephen Da Cambra | October 29, 2007 6:17 PM | Permalink to Comment