This was to change a ticket and pay extra ...Res was apparently swamped again. ..and again no Overtime....this is embarassing to our customer base....I bet this makes them feel secure....Neighbor stated, USAirways never again, I'm ashamed to be a US employee. She thought maybe we had already started striking...LOL
Neighbor Knocked On Door-no Answer At Us
- Thread starter Res
- Start date
youngblood
Senior
- Jan 17, 2004
- 373
- 0
Res said:
So your neighbor knocks on your door to complain about the company you work for, huh? Hopefully you told her you hear enough at work and that you would rather not be bothered on your off time. There is no reason to be embarassed because you did not create the situation. You do the best you can do with the resources you have. My neighbor had the audacity to tell me I make too much without even knowing what I make. I marched into my house, pulled out my last pay stub, and let him see just how wealthy I am. He was eating crow for a week after I read him the riot act for a solid 30 minutes. Some people have nerve and have to be put in their place. It's bad enough you live it but your neighbor needs call consumers or speak to a sup if she wants to complain not bother you at home.
Severed-N-Happy
Senior
- Dec 21, 2002
- 395
- 0
I am sure this is a deliberate strategy to get people to book online and lessen the need for res agts..unfortunately they don't care about the millions of dollars in lost revenue, they figure they can always recoup it from Labor. So far it's working.
WestCoastGuy
Veteran
- Jun 27, 2004
- 813
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All part of the Jerry Glass approach to business. It all puts more money in his pockets and those in CCY. They could care less about the employees or customers. Eventually all our customers will the message that management has no interest in them, only their money.
UseYourHead
Veteran
- Apr 1, 2003
- 720
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So what did you do to help rectify this issue?
Or did you just complain too? Be a part of the solution....
Or did you just complain too? Be a part of the solution....
Res said:
livingontheedge
Advanced
- Jul 28, 2004
- 134
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UseYourHead,
I'm a res employee and would like to know what it is that you think we can do to rectify this problem of abysmal customer service.
Personally, I have written letters to all union reps, letting them know how high the call volume is (with no overtime) and asking them to let Judge Mitchell know when the company cries about revenue being below projections. We cannnot improve revenue if we can't answer the phone. We cannot improve revenue if we do not provide good customer service.
I have talked to all management in my area. When a customer complains to me about being on hold, or getting a busy signal, I encourage them to call Consumer Affairs, write a letter, and have even passed them on to a supervisor to make sure the complaint was documented.
As far as long hold times driving people to the internet? I don't think so, its just driving them to carrier that will answer the phone. As a consumer myself, if I can't get through to a company, I will call the next one.
So, what suggestions do you have?
I'm a res employee and would like to know what it is that you think we can do to rectify this problem of abysmal customer service.
Personally, I have written letters to all union reps, letting them know how high the call volume is (with no overtime) and asking them to let Judge Mitchell know when the company cries about revenue being below projections. We cannnot improve revenue if we can't answer the phone. We cannot improve revenue if we do not provide good customer service.
I have talked to all management in my area. When a customer complains to me about being on hold, or getting a busy signal, I encourage them to call Consumer Affairs, write a letter, and have even passed them on to a supervisor to make sure the complaint was documented.
As far as long hold times driving people to the internet? I don't think so, its just driving them to carrier that will answer the phone. As a consumer myself, if I can't get through to a company, I will call the next one.
So, what suggestions do you have?
bookmdano
Advanced
- Jun 23, 2004
- 166
- 0
Another possibility is that all department heads were told that they have to show a cost cutting/saving measure. And perhaps instead of offering overtime, res has been offered advance VTO (voluntary time off) lately. Doesn't matter how much revenue is lost, as long as the department heads can show where they cut their budgets. No this is not common sense, but remember who we're dealing with here.
Trip Confirmed
Advanced
- Dec 5, 2002
- 225
- 0
For what it's worth..
Major travel agency call centers have employees with stats to abide by. Ballpark,10-13 minutes for each int'l call, about 7 for domestic. Start to finish. Your butt is gone if your stats are consistently bad.
They have special agent lines to call .Not general res. But most of us have noticed that our "special " calls sit on hold forever, general res nbr. gets answered faster.But sometimes you get charter members of the "not a clue" club.
Since agents no longer get a commission, I can't figure that one out.
One airline has hold times on that line with an average of 20-35 minutes and longer.
Do those agents hold? HELL NO. They book elsewhere. I tell the client I cannot get through (they're cooling their heels my other line ). I offer them someone else.
Is it USAIR? No.
Their hold times are really bad though.
Major travel agency call centers have employees with stats to abide by. Ballpark,10-13 minutes for each int'l call, about 7 for domestic. Start to finish. Your butt is gone if your stats are consistently bad.
They have special agent lines to call .Not general res. But most of us have noticed that our "special " calls sit on hold forever, general res nbr. gets answered faster.But sometimes you get charter members of the "not a clue" club.
Since agents no longer get a commission, I can't figure that one out.
One airline has hold times on that line with an average of 20-35 minutes and longer.
Do those agents hold? HELL NO. They book elsewhere. I tell the client I cannot get through (they're cooling their heels my other line ). I offer them someone else.
Is it USAIR? No.
Their hold times are really bad though.
firstamendment
Veteran
- Apr 1, 2003
- 1,348
- 0
Get this one...A "friend" of mine asked me "Do you think my FF miles will be safe?" I answered him, "You know, I'll let you know after I get out of the unemployment line." Jerk still didn't get his inappropriate behavior and insensitivities. I finally told him, Considering I may not have a job in two months, I could give a damn what happens to your miles. Before you all say how ugly I was, he is someone I know well and gradually got it and apologized.
You see, there are some people, even customer...friend AND foe..who sometimes have to be put in their place when they just don't get it.
Sweetie, you are working with what they give you. It's the same on the airplane. Most of us just start howling with laughter at the insanity. I suggest you polish up your sense of humor. It just may save your life.
You see, there are some people, even customer...friend AND foe..who sometimes have to be put in their place when they just don't get it.
Sweetie, you are working with what they give you. It's the same on the airplane. Most of us just start howling with laughter at the insanity. I suggest you polish up your sense of humor. It just may save your life.
firstamendment
Veteran
- Apr 1, 2003
- 1,348
- 0
Just so all of you know, I was curtly told to call back between 2 am and 4 am as a nonrev as opposed to the 11 pm I had called. Now that tells me many things besides the obvious that US Airways doesn't get (not that they ever did).
Management DOES want to liquidate. Nobody...NOBODY in their right mind would allow such an amount of time spent waiting. This is and will drive people away.
Also, res people have always been very kind and helpful to employees...better than any other group. If I am having fellow workers in THAT group barking at me, then things are indeed bad.
It is sad that the only way now this management team feels they can run a company is to make life so miserable for all of us that we WILL just quit and they CAN rehire at a poverty price...and of course people will go for the Stepford Wife phonies the company will send out to recruit about all the wonderful benefits you get with the job.
You know, I'm just a mean and wicked enough queen to stick it out by staying until the end...oh wait..what am I saying, that's only 2 months..oh well, then I'm just a mean and wicked queen. <_<
Management DOES want to liquidate. Nobody...NOBODY in their right mind would allow such an amount of time spent waiting. This is and will drive people away.
Also, res people have always been very kind and helpful to employees...better than any other group. If I am having fellow workers in THAT group barking at me, then things are indeed bad.
It is sad that the only way now this management team feels they can run a company is to make life so miserable for all of us that we WILL just quit and they CAN rehire at a poverty price...and of course people will go for the Stepford Wife phonies the company will send out to recruit about all the wonderful benefits you get with the job.
You know, I'm just a mean and wicked enough queen to stick it out by staying until the end...oh wait..what am I saying, that's only 2 months..oh well, then I'm just a mean and wicked queen.
<_< 4merresrat
Veteran
- Apr 3, 2003
- 548
- 0
I'm confused, first I read that no one can sell a ticket on U because of the mess we are in, now I hear the lines are swamped with calls on hold 30 minutes. How can this be. If no one is buying tickets then why are the calls on hold?
firstamendment
Veteran
- Apr 1, 2003
- 1,348
- 0
4merresrat said:
Of what I am understanding, it's called cutbacks and no overtime. Someone in res please correct me if I am wrong.
Oliver Twist
Advanced
UseYourHead said:
What a silly answer, 'nuff said.
youngblood
Senior
- Jan 17, 2004
- 373
- 0
firstamendment said:
No correction needed. Tonight for example, we got up to 308 calls on hold at one point. No overtime and weekends are short staffed as it is. Since .com started with the new company, 90% of my calls are web related. We have people ticked cause the web stinks, a lot ticked cause the hold time is atrocious, and many irrate because the .com techie they just spoke to just rewrote all the policies and rules of the company and told them some pretty bizarre crap.
First,
For what it is worth, those of us in res that are on gen sales or reissues are not permitted to take nonrev calls. They usually are routed to services and that is only if you are purchasing a buddy pass or you are an OA employee. Even services isn't really permitted to list you anymore. Needless to say, if you're nice and my supervisor isn't around, I do it anyway. Just understand that we have been put in a position that may result in fur flying if caught taking the nonrev call and Big Brother could be listening at any given moment.
