✅ Trip Verified | I am quite disappointed with Southwest. Also, when the person behind the desk told me "to just walk to the gate", it was clear that they were not taking my disability seriously and really had no intention of helping me. If they don't want to provide this service it should not be offered when I book the flight. When I called southwest to complain they said they could file a report internally but they were not under an obligation to provide a pusher for a wheelchair (in this case there was no wheelchair OR pusher) and I know that's not true. I am disgusted with Southwest and I never thought I would say this, but there is no excuse for what was just totally ignoring my disability needs. This would be a disaster for me given my inability to navigate myself anywhere except short distances, not to mention what to do with my dogs at home whose sitter had to leave for another job. It was very clear that, had I not approached this person and practically begged her to take me, I would have missed my plane, my connecting flight and heaven knows when I could have gotten home. She told me not to get into the wheelchair until the elevator door closed and then she took me to the gate. Then she said that If I could walk to the nearby elevator she could take me. airline and couldn't take southwest passengers". I asked her if she could take me to my gate as the plane was about to board and she said she "worked for. At that point I saw a person with a wheelchair and no one in it. When I asked at the desk again, the woman said, "why don't you just walk?" I was beginning to think that they thought I could walk to the gate and through security and were not going to provide the wheelchair I needed. When my plane was scheduled to board in 10 minutes I began to panic. Well, I sat there for over half an hour, periodically asking a variety of Southwest personnel about the wheelchair. This seemed normal as I have always traveled on Southwest and this was the routine. She told me to sit down and one would arrive. This time when I arrived at the airport in Philadelphia to return home (this was a round trip booking) I checked in at the counter and reminded them that I had signed up for a wheelchair. I asked for a wheelchair when I booked the flight, as I always do. In addition, with AI-powered chatbots, Southwest will enable self-service for customers to get simple answers quickly, while leaving more complex cases to be handled by agents.Not Verified | I am handicapped in that I have significant arthritis in just about every joint and am 85 years old. Since implementation, more than 30% of calls are redirected to chat, and that number is expected to grow. ![]() Having Chat as a channel also enables agents to handle two cases at once, speeding up resolution of issues and increasing productivity. The addition of Service Cloud’s In-App Chat means that Southwest’s customers can access help at any time, even at 30,000 feet in the air. ![]() “Sharing customer data across all customer-facing employees and channels helps increase the speed of decision-making, and improves our ability to provide a much more customer-centric experience,” said Ashworth. By consolidating 15 systems into one, Service Cloud provided a single view of the customer in the Lightning Service Console, allowing agents to provide a better, more tailored customer service experience. Service Cloud was the solution Southwest Airlines needed to empower agents to deliver high-quality personalised service at scale. Known for its amazing culture and flawless service, Southwest partnered with Salesforce to deliver a solution that would increase efficiency and supercharge employee happiness, customer satisfaction, and customer loyalty. The company quickly realised that siloed systems and data, which required agents to switch between screens for a complete view of the customer, were hampering efficiency. However, as Southwest’s business grew, its caseload grew too and customer service agents were soon busier than ever. ![]() Southwest Airlines understood that employee happiness and workplace culture were crucial in evolving its service experience to align more with customer needs. “In an industry like ours, efficiency and hospitality separate the elite companies from the good companies, and our customers deserve an elite experience,” said James Ashworth, Southwest Airlines’ VP, Customer Support & Services.” aviation industry has intensified in recent years, so it’s crucial for carriers to deliver not only affordable airfares, but also exceptional customer experiences and service.
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