Terrible customer service and an arrogant, uncaring attitude towards customers in general will eventually result in a backlash against an entire industry. The most recent example of this is the media storm concerning the airlines. United’s notorious violent incidents that recently occurred started the trend against airlines. At first other airlines joined the outcry against United and sided with the public. This quickly evolved into the terrible customer interactions from all airlines being brought to light and now the entire industry is dealing with it. The large incidents happen because smaller less publicized incidents in customer service are ignored. Poor service, arrogant attitudes, staff on power trips, and poor training build up until there is an incident large enough and disturbing enough to attract media and public attention. All businesses and industries need to learn from this. Eventually bad customer service will have negative results and it will affect the entire industry, not just the one business or organization with the triggering incident.
- Bad customer service even in airlines bites everyone back in the end.
- Initially the customer will look like they were severely wronged but all the little problems that led up to the issue will be seen.
- It’s an industry wide attitude problem that needs to shift and may already be a bummer for all responsible.
“When United got caught, it briefly opened the door for Delta, American and many others to throw stones before their own glass houses began to chip.”