All projects: Gel, Good Todo, Games, Uncle Mark, Bit Literacy
Your industry has the wrong name
No matter what industry you work in, it's called the wrong thing:
• "Technology industry" is a misnomer. It should be called "dealing-with-people-as-they-deal-with-technology industry."
• "Healthcare industry" is a misnomer. It should be called "dealing-with-people-as-they-deal-with-health-issues industry."
• "Travel industry" is a misnomer. It should be called "dealing-with-people-as-they-deal-with-travel industry."
To create a good customer experience, you need to see your job as dealing with people as they deal with your field of work.
I was just thinking about this the other day, when I dealt with a "customer support" person for Virgin America.
Given their witty safety videos and focus on the customer experience, I thought that my conversation would be different than those other airlines. But no, the conversation with Virgin America was just like the conversation with United's call center. Pretty much the customer suppport person saying no, no, no.
No, we can't give a seat assignment to you, your husband with medical needs, and your infant. You'll have to check in at the airport and hope you get seats together. Oh and bring a doctor's note if you don't mind.
No, we don't think we screwed up your initial reservation when we told you to make the reservation then you'd be able to book seats online.
No, we won't waive the bag fee as a token of customer service.
If you don't like it, Yes, you can cancel or change your flight. For $150 per person.
Oh, and no, I can't give you anybody's name so you can write a letter. We don't actually have anybody in charge of Customer Experience. (really?)
So, really ... it seems like customer service should really be called "figuring-out-how-not-to-provide-service industry."
Gee I hope Branson reads this...as he purports to?