Desperately seeking customer service.

"Starting June 1, customers who are eligible MileagePlus members will be able to submit up to five e-nominations from their United mobile app, and will be able to use those e-nominations to recognize excellent customer service by co-workers.

After September 30, the company will randomly draw 16 e-nominations from all those submitted during June 1 through September 30, and co-workers whose service was recognized by the MileagePlus members submitting the e-nomination will have the chance to win the following cash awards:

· 1 co-worker will be selected to receive: USD $50,000
· 1 co-worker will be selected to receive: USD $25,000
· 1 co-worker will be selected to receive: USD $10,000
· 3 co-workers will be selected to receive: USD $5,000
· 10 co-workers will be selected to receive: USD $2,500

In total, we’re giving $125,000 to co-workers during the initial nomination period. The customers whose e-nominations are drawn will also win prizes, ranging from round-trip international or domestic tickets to various amounts of MileagePlus miles. In all, 16 co-workers and 16 customers will win during each nomination period, for so long as the program continues."

 

Like most lotteries, it targets the lower echelons of society's workforce with the hope, dream, or promise of a great return for minimal effort.

And in actuality, while one or two people are greatly rewarded, leaves all the others poorer and more certainly in a lifetime of poverty.

And the managers of the lottery? Perpetually richer, with a guaranteed endless stream of hopeful participants, and laughing all the way to the bank.

 

Personally, I think it's a good idea. What's wrong with providing excellent customer service? If this encourages employees to do so, we ALL win .. good customer service means repeat business means more revenue. Shouldn't we be encouraging that ?

 

I'm going to nominate the two poor agents who worked my flight from ORD last night. Oversold situation... when I went to get my ID check off accomplished, the poor gal looked at me and said "how do I do that?" I said, you just print off an IBS and then check our names to make sure they match the planned crew list. She said, "Now is that S.O.N/file number to get into that program?" I blinked. Poor thing had clearly been released to the hounds. 15 minutes prior to departure, a call from zone: "How come you guys aren't boarding yet?" I replied, "Beats me!". Out of curiosity, I went up to see the two agents and ask if they were ok. The one looked at me, near tears and said "This is an oversold flight and they just have the two of us working. We are both brand new and have no idea what to do. We've called for help but no one has come so far."

We left substantially late.

Poor agents just set up to fail SO MASSIVELY by some genius manager who put them at a gate with no help.

 

...................oops....

 

Yes, but not with gimmicks brought forth by negative publicity. C'mon...our SYSTEMS, PROCEDURES and LEADERSHIP suck! It's not the worker bees. Whatever money we are "saving" by using Eastern Airlines 1970 SHARES system we are flushing down the toilet as we lose high dollar frequent fliers.

Have you observed how long ONE passenger stands in front of the counter the minute any little thing goes wrong? It's absurd and it never used to be like this. This is a band aid on a hemorrhaging patient. UAL has CANCER. DAL is going to kick our asses while we hand out a few jeeps and cookies.

 

"Personally, I think it's a good idea. What's wrong with providing excellent customer service? If this encourages employees to do so, we ALL win .. good customer service means repeat business means more revenue. Shouldn't we be encouraging that ? "

Wow, can I have more of that flavor koolaid? May I have another?

I will do exactly the same thing the company has done for me the past 8 years. Absolutely nothing till I have my contract!

 

Happy, motivated employees do good work. How long do you think the ruse of a few shillings from a cracker jack box will last?

Yes, they should be encouraging good customer service. Are they?

 

Of that, I'm sure . So, you get a new contract and you instantly become superman, solving all the problems, going back and fixing all the missed connections, missed weddings, missed funerals, ruined vacations? Tilton didn't care if we screwed the passengers. Smisek doesn't either. They both got their cash, in advance. They'll be long gone and we'll still be here with a lousy reputation. We, the employees, are the ones with a vested interest in making the passengers happy.

I understand your need to lash out over lousy conditions, but you're not hurting Smisek. You're just hurting your future and my future. You screw over a passenger and they'll remember it for a lot longer than Smisek's reign at UCH.

 

Well...yeah. If it's the right contract. Don't forget the share holders. Smizey does answer to them, and with this merger already running at least a year behind Delta, his competency is in question. He and flight ops, maybe customer service too, has spent too much time trying to turn this place into wal-mart.
True that he paid himself in advance, handsomely I might add. For services that he is supposed to be delivering now? I'd say we've been short-changed. Anderson has head faked him right out of his shoes.