In an era where companies are beginning to adopt and embrace social media tools like Twitter, Facebook and blogs to listen to and interact with their customers, United Airlines has decided to eliminate its customer complaint and complement phone lines this April.
Claiming research concluded that “people who e-mail or write us are more satisfied with our responses,” the company will now require feedback be shared via letter or email.
When our customers have questions or complaints, we will respond with the required information within 30 days in a professional, courteous manner that reflects the high value we place on each customer.
Within 30 days? Does that really reflect a “high value” on each customer?
This policy is a huge mistake.
Eliminating the call-in option will mute the voices of customers that don’t have or won’t take the time to go online, find an email or physical address and then craft a thoughtful message detailing their discontent.
I don’t know about you, but most of my service complaints happen when someone has wasted my time. Now, United is forcing customers to waste even more time when they have a bad experience.
As the airline industry struggles, United should be doing all they can to keep their customers happy.
With a goal of client delight, they should publicize their customer service number, encourage people to call it, actively listen and then respond accordingly.
Heck, throw in a sympathetic ear every now and then and you might even drive some positive word of mouth for the company.
So what do you think? Is United justified in their actions, or should they re-think this?
Comment below to weigh in.