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.