Changes are coming, at American Airlines,
Apparently this layoff is to ‘improve’ customer service:
“Today, we announced updates to our contact center organization that will help us better serve our customers. As part of these updates, we are creating a new Customer Success team that will be dedicated to providing more convenient, elevated support to American Airlines customers with some of their most complex travel needs,”
This represents an 8.2% reduction of it’s 8,000 customer service positions.
the real question is…… is it the call centers that are the problem?
has anyone really had a problem….with the call centers? or is it mostly, the gum chewing, eye rolling IDGAF attitudes at the airports?
Some other spin from top American Airlines executives include :
“We are laser-focused on improving your customer experience,” Carolyne Truelove, American Airlines Vice President of Reservations and Service Recovery
but where is the hidden gem… ah… the hidden gem is : “lighter-touch” problems will then be outsourced to international contact centers, which operate 24/7.
YUUUP that’s as American as Apple pie…… buh bye American jobs at American Airlines we’re streamlining customer experience by shipping your jobs and your phone calls overseas.