Comments on: On the Road http://www.loudmurmurs.com/2007/06/17/on-the-road-part-1/ "Be the change you wish to see in the world." — Mahatma Gandhi Mon, 25 Jul 2011 17:05:21 +0000 hourly 1 By: ddrucker http://www.loudmurmurs.com/2007/06/17/on-the-road-part-1/comment-page-1/#comment-4731 ddrucker Thu, 21 Jun 2007 16:24:46 +0000 http://www.loudmurmurs.com/2007/06/17/on-the-road-part-1/#comment-4731 Hi Bob - I was thinking about the whole 'candor' versus 'say anything to keep them happy' approach to customer rep/customer interactions and I've come to the conclusion that being honest with the customer depends on the customer rep believing (or not) that the customer is mature enough to 'handle the truth'. There are so many infantile American travelers who would wail and prevent the plane from taking off (inconveniencing all of the other passengers), that anything apart from soothing them is not allowed. It's a two-way street. If customers are willing to forgive the occasional service glitch, then customer reps will be able to be honest with them. As long as Americans are kept in their infantile, uneducated and emotionally-driven mode of going about their lives (and travel), the men and women at the gates to planes will say anything to keep these arrogant babies from going into hysterics. Maktaaq, I'll be heading back on Wednesday. Maybe. I've made plans to stay with my brother when/if said luggage doesn't arrive. Hi Bob — I was thinking about the whole ‘candor’ versus ‘say anything to keep them happy’ approach to customer rep/customer interactions and I’ve come to the conclusion that being honest with the customer depends on the customer rep believing (or not) that the customer is mature enough to ‘handle the truth’.

There are so many infantile American travelers who would wail and prevent the plane from taking off (inconveniencing all of the other passengers), that anything apart from soothing them is not allowed. It’s a two-way street. If customers are willing to forgive the occasional service glitch, then customer reps will be able to be honest with them. As long as Americans are kept in their infantile, uneducated and emotionally-driven mode of going about their lives (and travel), the men and women at the gates to planes will say anything to keep these arrogant babies from going into hysterics.

Maktaaq, I’ll be heading back on Wednesday. Maybe. I’ve made plans to stay with my brother when/if said luggage doesn’t arrive.

]]> By: Maktaaq http://www.loudmurmurs.com/2007/06/17/on-the-road-part-1/comment-page-1/#comment-4660 Maktaaq Mon, 18 Jun 2007 19:50:04 +0000 http://www.loudmurmurs.com/2007/06/17/on-the-road-part-1/#comment-4660 How awful! When are you returning to Vancouver? How awful!

When are you returning to Vancouver?

]]> By: West End Bound http://www.loudmurmurs.com/2007/06/17/on-the-road-part-1/comment-page-1/#comment-4650 West End Bound Mon, 18 Jun 2007 11:15:57 +0000 http://www.loudmurmurs.com/2007/06/17/on-the-road-part-1/#comment-4650 'Ya gotta love the assurance you were given, re: your bag making it. Many times even with a "normal" connection time bags don't make it these days. What were the chances of a close connection working out? ‘Ya gotta love the assurance you were given, re: your bag making it. Many times even with a “normal” connection time bags don’t make it these days. What were the chances of a close connection working out?

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