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urn:uuid:afa5f1e1-4e92-756d-89bd-bfa5bd52b70b 2011-02-14T13:45:13+00:00

Delta Airlines has sent 11,000 employees back to school to learn how to better do their jobs...again. In part of spending $2 billion on improving many different aspects of the struggling company, Delta Airlines is sending employees back to customer service school, for a one day class on how to do a better job at handling customers. Any employee who faces customers is required to take the class in order to learn how to better deal with angry, confused or lost customers. Delta Airlines had more flights canceled, more customer service complaints filed with the Department of Transportation, and in general, ranked last in customer service, is spending a lot of money to try and improve the company.

$2 billion is a lot of money. How the company plans to spend it will be interesting to see. Where does the $2 billion number come from anyway? Regardless, while we applaud the company for proactively spending on capital expenditures, we are left wondering why the customer service class is only given one whole day? How much can honestly be accomplished in one day? We've been to some of these training classes, and to any employee, it's seen only as a time drain, and "students" end up not paying as much attention as they should, and in general, don't really care about taking extra time to learn how to do the job they claim they already know how to do. While we know little more about the program than we addressed here, we can only hope the company has attached some sort of fine for employees and airports that consistently fail to improve their customer service complaints. When financial incentives are attached as part of the discipline, employees are more willing to listen and learn. Once the company has retrained the employees, the management team has done everything they can, so it's up to the employees to make sure they are practicing what they are relearning, and the only way to ensure that is by attaching a financial responsibility in the form of a fine. Otherwise, the company will continue to spin it's tires and place last in customer service.

For more on the changes at the struggling airline, click here. ]]>