I was in a training session where we discussed on why we need to improve the quality of service we provide to our customers.
Trainer explained the story of Dave Carroll a musician who got frustrated from United Airlines service and came up with video called “United” which went viral after which “United Airline” suffered a huge loss.
Back Ground Story:
Dave Traveled in United Airlines (American Airlines) and at the destination, baggage handlers threw his guitar and it broke. It was his favorite 3500$ Taylor Guitar
He contacted United Airline, registered complaint but no one took an actionable.
In fact they denied taking responsibility and started playing blame game on different member.
He escalated the issue to every concerned person but his reimbursement claim was rejected.
After 8-9 month of struggle. His claim was fruitless. Airlines did not help him at all
Frustrated from all this he came up with a video 1 which shows how the Airlines escaped from the responsibilities after breaking his guitar. He says “I should have gone by the car”, “cuz united breaks guitar”
Now already the video had gone viral, and negative publicity of airlines had started.
It gained 150,000 views within a day.
I also read somewhere that United Airlines’ stock price fell 10%, costing stockholders about $180 million in value.
He released another song, video2 and video3 which gave a message that if you don’t change “who would fly with you”
Airlines couldn’t do much than apologizing him, the reimbursement amount was given as a charity as suggested by Dave.
Carroll also published a book on his experience. He gained enormous support from the public and was a popular personality between 2009-2012
Soon after this, airline started training their employee about customer satisfaction.
Ok so now this came to my mind when i saw an appreciation i received from a customer . he sent a mail stating ”
I would like to compliment you on the way you handle this bug fixing, migration fixing activity on the application. I am convinced you will make a success on this. If there are problems occurring, please let me know, so I can support”
So what do you folks think about Customer satisfaction. Let me know your reviews