News: Customer Service/Care
United Airlines customer service training 'to include musician's parody'
13 July 2009
A song written by a musician angry at an airline's level of consumer care will be used as part of the company's customer service training, it has been revealed.
David Carroll's prize guitar was damaged by United Airlines at O'Hare airport in Chicago during a trip between Halifax and Nebraska.
His song, United Breaks Guitars, achieved 1.4 million hits on video streaming website YouTube and criticises the company for failing to take responsibility for the problem.
Mr Carroll states: "His video is excellent and we plan to use it internally as a unique learning and training opportunity to ensure that all our customers receive better service."
The damage done to the musical instrument came to the equivalent of $1,200 (£740) and the firm's refusal to admit liability lead to the creation of the satiric video.
Recent research by the Institute for Customer Service has found that Brits rank consumer care in the UK as the best in the world, highlighting the value of customer service training.
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