Frontier Airlines just closed their phone customer support call center, in essence telling fliers to go elsewhere if they’re not prepared to do everything digitally. Evidently, Frontier Airlines decided not to take my advice about prioritizing live-person customer support. They just ended it, citing surveys supporting digital-only choices. What they clearly don’t understand or care […]
Tag: digital
Based on the premise that all stakeholders are essentially “customers,” both Twitter and Meta are doing a poor job of customer service. Elon Musk and Mark Zuckerberg are displaying some of the egregious behaviors of 19th-century robber barons, who ruled ruthlessly—often squashing customers and employees beneath their feet. A Britannica.com citation addresses the offenses: “robber […]
This is a follow-up to my People who need people post. As the previous post addressed the need for real, live people in the customer service mix versus all-digital, this one discusses the digital versus hard-copy issue. For those firmly committed to all-digital, all the time, good luck. You’re gonna need it. My recent technology […]
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