Introduction When comparing Part 121 airliners several carriers come to mind, such as American, South West, Jet Blue, etc. However, one distinctly rings out when heard, Delta. Delta Airlines is the largest airliner in the world (Holmes 2016. They operate the worlds largest fleet of 757’s coming in at an astounding 140 planes, and they serve 328 destinations across six continents. This impressive feat is accomplished through the company’s philosophy which is, take care of your customers and they’ll take care of you.
Summary A prime example of Delta putting it’s customers first is the organizations implementation of a revolutionary interactive voice response system (IVRS). Everyone is familiar with calling an airline expecting human interaction only to get a troublesome robot voice on the other end. These calls usually end an upset customer and clueless customer support team. Delta realized it was having issues with it’s call volume and how complex each phone call was in comparison to it’s outdate legacy system. The corporation decided to do s3mething about it, they implemented a state-of-the-art IVRS that incorporated an anticipatory customer service technology. This new system incorporated what is known as “natural language” meaning it could comprehend complete sentences rather than the standard yes or no questioning. The new anticipatory customer service feature, “stores customers phone numbers and greets them by name, it also notifies them of any issues with existing reservations” (Solomon 2015). …show more content…
Other benefits included were superior call interaction, shortened call-handling, reduction of miss directed calls, as well as an expansion of its previous customer database. “Since 2013 Delta has saved 3 million in telecommunications cost” (Solomon 2015), of which Delta has claimed to reinvest in its customer service divisions throughout the
Summary A prime example of Delta putting it’s customers first is the organizations implementation of a revolutionary interactive voice response system (IVRS). Everyone is familiar with calling an airline expecting human interaction only to get a troublesome robot voice on the other end. These calls usually end an upset customer and clueless customer support team. Delta realized it was having issues with it’s call volume and how complex each phone call was in comparison to it’s outdate legacy system. The corporation decided to do s3mething about it, they implemented a state-of-the-art IVRS that incorporated an anticipatory customer service technology. This new system incorporated what is known as “natural language” meaning it could comprehend complete sentences rather than the standard yes or no questioning. The new anticipatory customer service feature, “stores customers phone numbers and greets them by name, it also notifies them of any issues with existing reservations” (Solomon 2015). …show more content…
Other benefits included were superior call interaction, shortened call-handling, reduction of miss directed calls, as well as an expansion of its previous customer database. “Since 2013 Delta has saved 3 million in telecommunications cost” (Solomon 2015), of which Delta has claimed to reinvest in its customer service divisions throughout the