Can the happiest place on earth help your customer service?

I caught a story tonight on NBC Nightly News with Brian Williams about United Airlines sending their top agents to the magical kingdom, Disneyland, to learn better customer service.

You all know how we feel about the airlines and poor customer service per Mark's posts (this one and that one are the latest). But do you really believe the happiest place on earth can help any company with crappy customer service?

Maybe, except that the United/Disney experiment goes back to last September according to this article in the San Francisco Chronicle, which was prior to this year's skyrocketing fuel costs, and yet the customer satisfaction rates continue to plummet.

Let's join hands and sing "It's a small world" and re-imagine rule number 1: your customers come first.

Posted by Kevin Grossman

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