Delta’s Ausband: “Customer service is very important to the bottom line”

Allison Ausband/Delta

Here’s part two of my interview with Allison Ausband, Delta Air Lines’ vice president for reservations sales and customer care. You can read part one here.

Whatever happened to First Point of Contact? Does it still exist?

Absolutely. We’ve told our people either to fix it, or find someone who can, which is what First Point of Contact was all about. So, if you can’t solve a problem, raise your hand and talk to a leader.

We just started a program with our customer support supervisors in reservations. If they get to an impasse with a customer, they offer to end the call and then call or email the customer back after a short break. It gives the supervisor the chance to review the situation and consider some options that perhaps they hadn’t considered.
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Delta’s Ausband: When it comes to customer service, “we want to be even better”

Allison Ausband/Delta Air Lines

Allison Ausband is Delta Air Lines’ vice president for reservation sales and customer care. I met with her last week to discuss the progress since our last interview in 2010.

It’s nice to see you again. And you’re still here. Before you came along, this position was like watching a game of musical chairs. (Here’s my 2009 interview with Ausband’s predecessor.)

Thank you. I liken it to solving world peace on some days. I try to fix everything. But I’ve never been more excited about our momentum.
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