Delta Airlines

Customer care problem at Delta Airlines

The customer care at the airline has been dotted with lots of complains from the clients over poor phone etiquette, reluctant staff, poor response to complains, lack of attention to the clients and rather spending time socializing with each other at he expense of the comfort of the clients. This has made the company have a negative publicity both online and among the clients through word of mouth (Skytrax, 2012).

The challenges that this paper seeks to address then includes how the airline can identify the weaknesses, how can the airline work on the weaknesses that there are, how can they influence the entire employees body to change the customer relations culture to correspond to the philosophy of the company which is "service from the heart"?

In order to identify the challenges that are encountered, the airline needs to solicit information from...
[ View Full Essay]