Delta Airlines Sends Employees to Ettiquette Classes
By Linda Ripoll
Delta Airlines has a major problem. It has been ranked last consistently for the past three years in the area of customer service. With the economic downturn causing many travelers to tighten up the reins on their wallets, the idea of spending top dollar only to receive lackluster service is not a popular notion. In order to combat this issue, Delta has decided to send over 11,000 employees to etiquette classes in order to improve their rankings. In a recent article on AOL.com, Delta wants all employees who have any interaction with customers to learn the proper ways to handle situations, challenges and obstacles.
“The classes will have employees role-play scenarios with angry or confused travelers, training employees to be empathetic and listen to customers. The lessons also teach employees to stop apologizing for baggage fees, and instead explain Delta's "a la carte" program.”
This new push to improve their customer service is part of Delta’s 2 billion dollar improvement plan. They are also hiring an additional 1000 employees. The airline is seeking to increase their reputation as the top airline in the country and are dedicated to making their customer service number one.