mortiz0010

I normally write about customer service in higher education but I have run into such a grievously bad customer service situation that I am going to use it as a short case study. The company I am dealing with is American Airlines. It would appear, American Airlines does not care about its most loyal customers. Nor reply to emails. With all the travel I do and with AA credit card points, I have accumulated 421,821 points. My wife and I planned to use them to go to Europe to celebrate one year of new life with my new kidney as well as out 48 th anniversary. We planned to use the points to get two business class seats through the AA miles program as a real treat. But when I went to book the two seats I found out that there are NO, that is NO,  mile saver seats  available from February 2017 through November 2017 and probably all year. Not a one. All that was available was a flight on British Airways and that had an add-on cost of $2,260.72 to use miles for a "free ticket". I...

A huge segment of the population on campus that has a great deal to do with controlling the culture is the management group. Not senior executives but directors and such. These are the people who control the various functional offices that students encounter. Like the bursars, registrars and director of this or another office. They influence a major segment of the customer service culture since they set the tone for how people in their office should work how they interact with students and how they relate with their employees which is in reality a major factor influencing behavior. We learn how we are expected to act towards other by how we are acted upon especially by our bosses. If our boss treats us and others coldly we are being taught that it is alright to be curt with those we work and interact with. Here’s an example. There was an office in a university that was well known for being very rude to students all the time. Students dreaded to go there because everyone treated them as...