Customer Support That Works From JetBlue

from the stunning dept

We've had so many stories about how awful customer or tech support centers are managed (with the goal of reducing call times, rather than solving customer problems) that I thought it's definitely about time that we had a story about a company that appears to understand how to do customer service right. JetBlue certainly has the reputation for being customer friendly - and my own experience with the airline supports that view (though, I still don't think they're quite as amazing as some people make them out to be). It's fairly well known that their customer support people get to work from home, but now Fast Company has a piece looking at how they manage to keep those work-from-home customer support people feeling like they're a part of the company while empowering them to actually (gasp!) be nice to customers while really solving any issues they might have. It's unfortunate these days that we actually have to single out one of the few company's that "gets it." This follows, by the way, an Inc. article (which appears to use identical templates as Fast Company) last month about how JetBlue's CEO frequently works as a flight attendant on JetBlue flights. He does this for a variety of reasons, including the chance to really speak to his customers, as well as to get to know (and inspire) the flight attendants who fly on his planes. Why can't more companies understand the value of their own customers?