Facing a high rate of customer service complaints, Delta Airlines will reequip its customer service representatives with red coats. This move will hopefully enable flyers to easily locate customer service representatives to assist them with their travel.
Charisse Jones of USATODAY reports that, "the agents returned to New York's JFK airport last summer and made their debut this month at Atlanta's Hartsfield-Jackson. By summer's end, 600 agents will be walking the concourses and gate areas of 14 airports, including LAX, Orlando and Washington's Reagan National. The return of the elite agents is perhaps the most visible sign of an airline ramping up personal customer service rather than reducing it at a time when self check-in is the norm and passengers often have to pay extra to have an actual person book their flights."
What other efforts, fashion aside, could Delta do to enhance its customer service teams to better serve its flyers?
Introducing a new identity and increasing visibility of a particular service/organisation is a great idea. Just a word of caution, I was recently asked to work with an organisation that took a similar approach a few years ago, but didn't follow through with the exceptional service promised. The new identity [e.g. Red Coats] became a negative marketing exercise in this case 'Red Coats' could become the term for poor service and it is very difficult to overcome. Highlighting the organisation in this way must be backed up by ongoing service above expectations.
ReplyDelete