I came across a great example of poor customer service that I just had to share here: an experience flying to the Grand Caymans with the low-budget Spirit Airlines. It has it all: poor service from poor policies. Clueless employees. A terrible phone service (not even automated... no one available to take the call, and one number for both reservations and service inquiries.) And the end result that's quite indicative of today's Care 2.0 world -- a blog post that will be passed along multiple times to many more readers to serve as excellent negative PR against ever flying Spirit anywhere.
In fact, all it took was a google on Spirit Airlines to unearth several other sob stories. The guy whose Spirit flight was cancelled and his attempts to rebook involved the 800 number hanging up on him. His blog includes links to three other complaint stories, finally leading to one unbelievable slip-up by the CEO which eventually got more prominent coverage. Even the folks at the top don't care about customer service. If you don't care about how you care, it shows throughout the organization.
You can't hide from a bad experience!
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About Jeff Foley
Jeff Foley is the senior manager for solutions marketing in Nuance’s Care business unit, where he directs marketing and messaging for the company’s portfolio of contact center solutions.
Jeff started his career as an engineer at Dragon Systems, before moving over to “the Dark Side” of marketing as the product manager for Dragon NaturallySpeaking v5. Throughout his career at Dragon, edocs, and Atari, Jeff has always focused on bridging the gaps between sales, marketing, and development, successfully bringing a variety of enterprise and consumer software products to first customer ship and beyond.
Jeff holds BS and MEng degrees in Electrical Engineering and Computer Science from MIT, where he first studied speech recognition.